Product Support

Role overview

Provide seasonal, customer-facing product support for online and desktop tax preparation software. You will help customers navigate the software and resolve account, connectivity, compatibility, and usability questions through phone and chat, using established procedures and support resources.

Responsibilities

- Respond promptly and professionally to customer questions by phone and chat. - Troubleshoot software and account issues related to product navigation, connectivity, compatibility, usability, and general product knowledge. - Manage up to three customer chat conversations at the same time. - Apply documented practices and policies to resolve inquiries, using internal tools and support materials effectively. - Escalate recurring issues to management and suggest updates or additions to customer help content. - Work collaboratively and maintain a professional, positive experience for customers and colleagues; training on other product queues may be required.

Requirements

- At least one year of customer service experience. - Clear written and verbal communication, attention to detail, and strong problem-solving and critical-thinking skills. - Ability to multitask, manage time effectively, and maintain professionalism in a busy support setting. - Typing speed of at least 25 words per minute. - A private, dedicated hardwired internet connection, or willingness to obtain one.

Nice to have

Experience supporting software in a call center environment, whether remote or on site, is preferred.

Benefits and work setup

This is a remote seasonal position providing phone and chat support.