Product Support

Overview

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.

As a remote seasonal Product Support 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.

• 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 resolve account and product support customer inquiries.
• Provide timely phone and chat support to Tax Act DIY customers.
• Manage and respond to up to three (3) customer chat interactions concurrently.
• Communicate trending issues to management.
• Recommend updates and/or new help topics and send them to supervisor.
• Promote teamwork and foster collaboration.
• Convey a professional and positive image internally and externally.
• Effectively use provided resources to troubleshoot and resolve customer inquiries in a timely manner.
• May be cross‑trained on other product lines in order to support other queues, as needed.
• Additional job duties as needed.

• At least 1 year of experience in a customer service role.
• Experience providing software support in a call center environment is a plus (WFH or on‑site).
• Excellent written and verbal communication skills.
• Attention to detail and ability to multitask.
• Critical thinking and strong problem‑solving skills.
• Skilled in utilizing internal tools and support materials for efficient resolution.
• Excellent time‑management skills.
• Demonstrates professionalism and helps maintain a positive and productive work atmosphere.
• Typing skills – 25+WPM required.
• Must have (or be willing to obtain) a private, dedicated hardwired internet connection.

At Taxwell, we believe our work benefits from the diverse perspectives of our employees. Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. 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.