Customer Support, US Tax Preparation

The customer support specialist tax preparation role involves assisting customers with using tax software for tax filing. Support troubleshoot technical issues, guide users through the tax filing process, and answer questions about refunds, payments, and account management.

Key Responsibilities:
Assist with Software Issues: Help customers resolve technical problems like installation, login, and error messages.
Guide Tax Filing: Support customers in completing their tax returns and maximizing deductions.
Account Support: Help with managing accounts, retrieving previous returns, and resolving payment concerns.
Escalate Issues: Direct complex issues to higher-level teams when necessary.
Provide Education: Direct customers to self-help resources and inform them of product updates.

Key Skills:

Strong Communication: Clearly explain complex tax and technical concepts.
Problem-Solving: Diagnose and resolve customer issues efficiently.
Customer Service: Provide friendly, empathetic support, especially during peak tax season.
Basic Tax Knowledge: Familiarity with tax filing basics and common tax-related terms.

Qualifications:

Experience: Customer support or tech support experience, ideally in software or financial services.
Technical Skills: Comfortable troubleshooting software and guiding users through technical steps.

Education: Certificate in Bookkeeping, QuickBooks or Degree in business, accounting or finance is a plus