Drake Software · 1 day ago

Product Specialist II Navigation

United States

Part-time

Remote

Entry Level

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Responsibilities

Responsible for support operations for the TaxAct Online and Desktop 1040, Free File Alliance, and E-File Concierge product lines. The scope of support includes program navigation, program connectivity, program compatibility, program usability, and general product knowledge.

Provide professional and friendly support to our customers who are working on their tax returns with product/software inquiries. Troubleshoot and apply defined practices, procedures, and company policies to troubleshoot and resolve product and tax support customer inquiries.

Provide timely phone support to TaxAct customers.

Communicate trending issues to management.

Based on customer interactions, propose updates to the knowledge database.

Routinely promote teamwork and foster collaboration.

Convey a professional and positive image internally and externally.

Cross train and assist on different queues as needed to support overall operation and business demands.

Additional job duties as needed.

Qualification

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Typing skillsCall center experienceKnowledge database updates

Required

Bachelor’s degree in a related field or equivalent work experience.

Experience providing support in a call center environment is a plus (WFH or on-site).

Excellent written and verbal communication skills.

Attention to detail.

Ability to multitask.

Critical thinking and strong problem-solving skills.

Excellent time management skills.

Helps to maintain a positive work environment.

Typing skills – 25+ WPM required.

Must have (or be willing to obtain) a private, dedicated hardwired internet connection.

Company

Drake Software

Drake Software is a complete professional tax preparation program for federal and state returns, business and individual. It is a sub-organization of Cinven.

Founded in 1977