Customer Care Agent OLTP

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.

Drake Software is a leading digital tax filing platform which offers customers professional 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. Drake Software 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 Drake Software as we provide the tools and support tax professionals need to build their businesses and attract new clients. We are an organization of problem solvers continually looking for solutions to support our customers. Our customers know they can rely on Drake Software for comprehensive product excellence and value.

The Online Tax Product (OLTP) Customer Support Representative evaluates and answers incoming email and live chat requests from users requesting assistance with our online tax product.

The ideal candidates are responsible for evaluating and answering incoming email and live chat requests from users requesting assistance with our online tax product.

• Must have the ability to provide courteous support at all times.
• Excellent written communication required.
• Must be willing to become an expert user of our online software.
• Educates users on the basic use of our online tax product.
• Consults with department manager and other team members when needed to resolve issues
• Takes on responsibility of gaining more advanced knowledge in specific subjects as assigned.
• Must be computer literate and be comfortable interacting with web sites.

SKILL AND EDUCATIONAL REQUIREMENTS:

• High School diploma or general education degree (GED); or related experience and/or training: or equivalent combination of education and experience required
• Basic computer and keyboarding skills required
• Prior experience in telemarketing, retail background or customer relations preferred
• Strong customer service skills required (friendly, courteous and helpful)
• Strong verbal communications skills required (good grammar, voice and diction)
• Reading fluency required

NEEDED ATTRIBUTES/COMPETENCIES:

• Commitment to Quality – strong attention to detail and accuracy
• Ability to clearly and succinctly communicate both in written and oral formats
• Ability to understand/comprehend varying levels of training and follow directions
• Concern and desire to meet/exceed client/customer expectations
• Proven dependability and professionalism

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.