Tax Preparation Software Company

Download Job Summary

This client an enterprise software company that develops financial and tax preparation software and related services for small businesses, accountants and individuals.

Job Duties: Customer Service and Software Tech Support

Work Schedule

• Required minimum 15 hours per week (30 intervals)
• Available
  
  • Monday through Saturday, 9:00 a.m. EST – 9:00 p.m. EST
  • Most intervals available Monday through Saturday, 10:00 a.m. EST – 7:00 p.m. EST

Program Equipment Requirements

In addition to what is included in the System and Equipment Policy Guide, you will be required to have the following:

• PC with Windows 7 or newer operating system
• Stable high speed Internet connection with a minimum of 25 Mbps download speed. Faster speeds are highly recommended.
• Screen resolution between 1440 x 900 & 1600 x 900
• Dual Monitors NOT allowed
• 4 GB RAM
• POTS phone
• Smart phone (Android, Apple/iPhone, Google) required for soft token authentication

All browsers must have the Adobe Flash Player Plugin enabled with Adobe Flash player 11 or better.

Certification Criteria

• Complete pre-course work prior to day 1 of class (if applicable)
• Successfully pass mock call scenarios with the instructor
• Successfully pass live certification call-taking days (if applicable)
• 100% completion of daily self-paced work
• 90% or greater on each assessment
• 80% or greater on commitment adherence quiz
• 80% or greater on mid-term and final assessments

What To Expect

• Interact with client's business customers (small to mid-sized tax preparation firms) via phone, assisting with tech support and tax support questions (knowledge of tax concepts a plus)
• Research, analyze and determine an appropriate course of actions in a variety of situations for client's customers
• Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve inquires
• Provide caring and empathetic customer interactions that positively represent the client's brand
• Use analytical and organizational skills to solve complex customer issues through troubleshooting, critical thinking, and problem-solving

Additional Information

This Opportunity Announcement (OA) is a summary of the applicable business opportunity. It is not a legal document nor a comprehensive review of all terms included in the applicable Statement of Work (SOW). Each SOW should be thoroughly reviewed prior to its execution. In the event of a conflict between the OA and the SOW, the terms of the SOW will govern.