TaxAct 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.
As a remote Product Specialist II – Navigation Agent, you will play an important role in delivering a delightful experience that unlocks every tax advantage for our customers by leveraging your customer service and technical expertise along with your exceptional communication and interpersonal skills.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Major responsibilities of the Product Specialist II – Navigation Agent position are listed below. To perform the job successfully, 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.
- Overall support of the TaxAct products through phone and chat, providing a positive customer experience.
- 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.
- Utilize and leverage government websites and toolkits to seek out and deliver the right answer to the customer.
- 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.
- Additional job duties as needed.
EDUCATION AND EXPERIENCE
- A minimum of 2 years of experience with Internet browsers & Microsoft Window’s operating systems.
- Basic knowledge of tax laws and tax concepts.
- 2 plus years of tax preparation experience or equivalent preferred.
- 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.
At TaxAct, we believe our work benefits from the diverse perspectives of our employees. As such, TaxAct welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At TaxAct, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.
TaxAct 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, physical and mental disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under federal or state law. TaxAct 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 828-349-5703 extension 6049 to speak with a member of the HR Talent Acquisition team.