Client Support Specialist

2 weeks ago

Waynesville, United States Taxwell Full time

At Taxwell, we empower individuals by maximizing their tax benefits through innovative software solutions. Our mission is to provide exceptional guidance and ensure our clients receive the highest possible tax refunds. We are committed to building a team of passionate professionals in both tax and technology who share our vision and advocate for our customers with a modern approach to the tax sector.

As a prominent digital tax filing platform, Taxwell offers user-friendly, top-tier products that cater to all clients, including those with intricate tax situations. We are dedicated to attracting and retaining talent that embodies our core values: performance, perseverance, progress, and partnership.

This position primarily supports our operations as we equip tax professionals with the necessary tools and resources to enhance their businesses and draw in new clientele. We are a collective of solution-oriented individuals, always seeking ways to better serve our customers. Our clients trust Taxwell for comprehensive product excellence and value.

KEY RESPONSIBILITIES:

  • Responds to, assesses, and prioritizes incoming requests for assistance via phone, email, and live chat from users encountering issues with our software and related technologies.
  • Engages with users to gather information about their concerns and guides them through troubleshooting steps to identify the source of the issue.
  • Identifies whether the problem stems from hardware components such as modems, printers, or cables.
  • Manages problem recognition, research, isolation, resolution, and follow-up for most user inquiries, escalating more complex issues to senior staff as necessary.
  • Records and monitors calls using a Call Log database, maintaining historical records and relevant documentation.
  • Ensures a positive experience during inbound or outbound interactions.
  • Handles routine inquiries and follows established procedures and scripts as directed by management.
  • Maintains regular attendance as required for the position.
QUALIFICATIONS:
  • High School diploma or equivalent; or relevant experience and/or training; or a combination of education and experience.
  • Basic computer and typing skills are essential.
  • Previous experience in customer service, retail, or telemarketing is preferred.
  • Excellent customer service skills are required (friendly, courteous, and helpful).
  • Strong verbal communication skills are necessary (good grammar, voice, and diction).
  • Reading proficiency is required.
BENEFITS:

We offer a collaborative and enjoyable work environment, competitive salary, and an exceptional benefits package that includes medical, dental, vision, life insurance, paid time off, holidays, and a 401(k) plan with company matching.

At Taxwell, we value the diverse perspectives of our employees and are committed to fostering an inclusive workplace. We are dedicated to equal opportunity employment and ensure a respectful environment where all applicants are considered without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, or any other status protected by law.

If you require assistance or accommodation due to a disability, please reach out to our HR Talent Acquisition team.

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