Drake Software · 1 week ago
Product Specialist II Pro Support
United States
Part-time
Remote
Entry, Mid Level
2+ years exp
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Responsibilities
Responsible for support operations for the TaxAct Professional product lines through phone and chat. The scope of support includes program connectivity, program compatibility, program navigation, program usability, program installation and general product knowledge.
Provide backup support for Professional Sales as needed.
Provide professional and friendly support to all external and internal customers.
Troubleshoot and research customer issues and, when appropriate, clearly communicate them to your lead for a quick resolution.
Provide timely phone and email support requests to TaxAct customers.
Communicate trending issues to management.
Based on customer interactions, propose needed responses for 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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Required
TaxAct Professional user strongly preferred.
A minimum of 2 years of experience with Internet browsers & Microsoft Window’s operating systems.
Excellent written and verbal communication skills.
Attention to detail.
Ability to multitask.
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.
Preferred
Bachelor’s degree in accounting or computer-related field or equivalent education, training, or work experience preferred.
2 plus years of tax preparation experience or equivalent preferred.
B2B experience a plus.
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.
501-1,000 employees
Funding
Current Stage
Late StageLeadership Team
Sugata Mukhopadhyay
Group CTO, Drake Software & TaxAct
Company data provided by crunchbase
