Product Support Agent
Taxwell
Product Support Agent
Taxwell
Digital tax filing software for professionals
Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.
TaxAct is a leading digital tax filing platform which offers customers do-it-yourself digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. TaxAct is a member of the Taxwell family of products. We are an organization of forward thinkers looking to add industry experts to our growing team.
This role will primarily support TaxAct as the organization helps everyday Americans file their taxes. We seek to build a team of experts in tax and technology who are customer advocates and have the mindset toreimagine the services our customers receive.
POSITION SUMMARY:
As a remote seasonal Product SupportAgent, you will play an important role in delivering a delightful experience that unlockseverytaxadvantageforourcustomersbyleveragingyourcustomerserviceandtechnicalexpertise alongwith your exceptional communication and interpersonal skills.
ESSENTIAL DUTIES & RESPONSIBILITIES:
MajorresponsibilitiesoftheseasonalProduct SupportAgent positionarelistedbelow.Toperform thejobsuccessfully,the individual must be able to execute each essential duty satisfactorily. This is a seasonal, customer-facing position providing support to our external customers. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Responsible for support operations through phone and chat for the TaxActOnline and Desktop 1040 DIY products.The scope of support includes program navigation, program connectivity, program compatibility, program usability, and general product knowledge.
Provideprofessionalandfriendlysupporttoourcustomerswhoareworkingontheirtaxreturnswithproduct/software inquiries. Troubleshootandapplydefinedpractices,procedures,andcompanypoliciestotroubleshootandresolve account and product support customer inquiries.
Provide timely phone and chat support to TaxAct DIY customers.
Ability to manage and respond to up to three (3) customer chat interactions concurrently.
Communicate trending issues to management.
Recommend updates and/or new help topics and send them to supervisor.
Promote teamwork and foster collaboration.
Convey a professional and positive image internally and externally.
Effectively use provided resources to troubleshoot and resolve customer inquiries in a timely manner.
May be cross-trained on other product lines in order to support other queues, as needed.
Additionaljob duties as needed.
EXPERIENCE & EDUCATION:
At least 1 year of experience in a customer service role.
Experienceproviding softwaresupportinacallcenterenvironmentisaplus(WFHoron-site).
Excellentwrittenandverbalcommunicationskills.
Attentionto detail.
Abilitytomultitask.
Criticalthinkingandstrongproblem-solvingskills.
Skilled in utilizing internal tools and support materials for efficient resolution
Excellenttimemanagementskills.
Demonstrates professionalism and helps maintain a positive and productive work atmosphere
Typing skills – 25+ WPM required.
Must have (or be willing to obtain) a private, dedicated hardwired internet connection.
At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.
Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law.
If you need assistance or accommodation due to a disability, you may contact us at [email protected] or by calling 828-349-5887 to speak with a member of the HR Talent Acquisition team.
Taxwell combines Drake Software and TaxAct to offer digital tax filing for both tax professionals and DIY filers. It provides downloadable and cloud-based software to prepare federal and state tax returns (forms such as 1040, 1065, 1120, 1120S, 1041, 990, 706) and supports e-filing, multi-state filing, practice management, and customizable client billing for professionals. For DIY users, TaxAct guides the filing process to maximize credits and refunds with straightforward software. Integrated services include Drake Pay for payments and audit defense via Protection Plus. The company serves over 90,000 tax professionals and more than 3 million DIY filers, with Drake Software serving about 70,000 firms that file over 36 million returns annually. Taxwell is owned by private equity firm Cinven and aims to deepen its position in the US tax software market by offering both professional-grade tools and consumer-friendly filing options under two established brands.
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