Tax Support Specialist — Multichannel Help

TELUS Digital; Las Vegas (NV); On-site; USD 25,000 - 30,000; Full time

Job summary

TELUS Digital seeks a Customer Support Representative to assist clients with tax preparation products and services. You will handle phone, email, and chat inquiries, solving routine questions and guiding users through digital platforms while maintaining accuracy and professionalism.

Applicants should have 1+ years in customer service or related fields, English at C1, and be able to work a 40-hour week on a 24/7 schedule. A background check is required and a high school diploma is essential.

Qualifications

• 1+ years of professional experience in customer service or related fields.
• High school diploma or equivalent; background check required.
• English fluency at C1 level or higher; bilingual roles require English (C1) and Spanish (B2).
• Willingness to work 40 hours per week across a 24/7 schedule.

Responsibilities

• Provide advanced client support via phone, email or chat.
• Handle routine tax questions using knowledge bases and tools.
• Process and escalate client complaints according to protocols.
• Schedule tax preparation appointments and assist with digital scheduling.
• Assist clients with office locations and tax office information.
• Track and communicate tax refund status information to clients.
• Assist with online account management and login issues.
• Support identity protection services and address tax identity theft concerns.
• Guide clients through tax preparation course enrollment and learning platform navigation.
• Provide technical support for tax software and digital tools.
• Manage and track customer inquiries through systems and protocols.
• Escalate complex issues with internal teams for resolution.

Skills

Customer service

Communication skills

Problem solving

Time management

Empathy

Bilingual English/Spanish

Education

High school diploma or equivalent

College degree or certificate

Tools

Microsoft Windows

Safari

Mobile apps

Web-based tools

Job description

TELUS Digital seeks a Customer Support Representative to assist clients with tax preparation products and services. You will handle phone, email, and chat inquiries, solving routine questions and guiding users through digital platforms while maintaining accuracy and professionalism.

Applicants should have 1+ years in customer service or related fields, English at C1, and be able to work a 40-hour week on a 24/7 schedule. A background check is required and a high school diploma is essential.