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Customer Support Agent for a Tax Technology Software Firm

This client is a popular tax preparation software that helps individuals and small businesses file their federal and state income tax returns. The software guides users through the tax preparation process, asking questions about their financial situation and automatically filling in the appropriate tax forms.

On a daily basis, Service Partners can anticipate engaging in the following tasks:

  • You can expect to handle a variety of inbound phone and video support requests.

  • You will be responsible for providing technical support to customers, addressing software navigation questions, and assisting with locating prior tax returns and amendments.

  • Your role will also involve researching and analyzing customer issues, determining an appropriate solution, and documenting all interactions and resolutions.

  • In every interaction, you will serve as an ambassador for the Intuit brand, taking a caring and empathetic approach to customer service. Whether resolving a technical issue or escalating the request to a higher level of expertise, your goal will always be to provide an outstanding customer experience.​

Requirements:

• Successful completion of background check and drug screening

• Availability to work a minimum of 20 hours per week, including 4 hours on Saturday or Sunday and 3 hours on Monday.

• Access to a quiet, uninterrupted workspace

• Possession of a computer meeting or exceeding client-specified minimum requirements (laptop or desktop)

• Ownership of a USB headset with microphone (mandatory for certification and call handling)

• Reliable hard-wired broadband internet connection through DSL, Cable, or Fiber Optic

Additional equipment required:

  • Enrolled agents who have not serviced the program previously will receive a Logitech C170 Webcam which will be used while servicing. 

  • Agents must also have:

  • Noise Cancelling Headset

  • i5 (or equivalent), i7 recommended

  • Current OS patches (last 15 days)

  • Anti-malware solution with current definitions (15 days)

  • Active firewall

  • Global Protect 5.2.11 or higher

Success Factors:

• Exceptional problem-solving aptitude

• Demonstrates calmness, sympathy, stress management proficiency, and the capacity to perform well in high-pressure situations

• Adept in written and oral communication

• Distinguished listening abilities

• Offers informed, amiable, and articulate customer support

• Proficient in using tools with ease and efficiency.

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