Tax Software Support Specialist for Tax Pros

Taxwell; United States; Remote; USD 19,000 - 28,000; Part time

Job summary

Taxwell is seeking seasonal agent support to assist tax professionals using Drake Software. You will diagnose and resolve inquiries by phone, guiding users through troubleshooting steps and ensuring accurate solutions.

The role emphasizes empathy, effective communication, and documentation for ongoing improvement. Ideal candidates have at least 3 years of Drake Software experience, strong customer service skills, and proficient written and verbal communication.

Qualifications

• Minimum of 3 years prior experience using Drake Software.
• Navigational awareness and critical thinking skills.
• Basic computer and keyboarding skills required.
• Strong customer service skills required.
• Ability to build rapport and demonstrate empathy with customers.
• Strong verbal and written communications skills (grammar, listening, diction).
• Strong reading comprehension and critical thinking skills required.

Responsibilities

• Diagnose, troubleshoot, and resolve inquiries from tax professionals by phone with prompt, accurate solutions.
• Interview end users to collect problem details and guide through diagnostic steps.
• Document and track customer interactions for continuous improvement and follow-up on unresolved problems.
• Collaborate with senior staff for complex issues and provide advanced support when needed.
• Maintain attendance and adhere to shift schedules for reliable coverage.

Skills

Customer service

Verbal communication

Written communication

Active listening

Empathy

Tools

Drake Software

Job description

Taxwell is seeking seasonal agent support to assist tax professionals using Drake Software. You will diagnose and resolve inquiries by phone, guiding users through troubleshooting steps and ensuring accurate solutions.

The role emphasizes empathy, effective communication, and documentation for ongoing improvement. Ideal candidates have at least 3 years of Drake Software experience, strong customer service skills, and proficient written and verbal communication.