Tax Software Support Specialist I

TaxAct; Franklin (NC); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

Drake Software in Franklin, NC is hiring a Customer Service Representative I to support tax professionals with prompt, accurate technical assistance via phone, email, and live chat. You will diagnose issues, guide users through troubleshooting steps, and document interactions for ongoing improvements.

We seek candidates with a strong customer service background, excellent verbal communication, and the ability to build rapport and show empathy.

Qualifications

• High School diploma or GED or related experience/training.
• Proficiency with essential computer applications and accurate data entry skills.
• Prior experience in telemarketing, retail or customer relations preferred.
• Strong customer service skills required.
• Ability to build rapport and demonstrate empathy with customers.
• Excellent verbal communication skills and active listening.

Responsibilities

• Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone, email and live chat, ensuring prompt and accurate solutions.
• Interviews end user to determine root cause and guides user through troubleshooting steps.
• Document and track all interactions and resolutions for continuous improvement.
• Maximize positive relationships and customer experience with empathetic service.
• Maintain consistent attendance and adhere to schedules for all shifts.

Skills

Customer service

Active listening

Communication

Empathy

Education

High School diploma or GED

Tools

CRM software

Microsoft Office

Job description

Drake Software in Franklin, NC is hiring a Customer Service Representative I to support tax professionals with prompt, accurate technical assistance via phone, email, and live chat. You will diagnose issues, guide users through troubleshooting steps, and document interactions for ongoing improvements.

We seek candidates with a strong customer service background, excellent verbal communication, and the ability to build rapport and show empathy.