Bilingual Customer Support Specialist
1 week ago
About Taxwell:
Taxwell is dedicated to empowering everyday Americans by maximizing their tax benefits through our innovative tax preparation software. We focus on identifying credits and deductions that our clients may not be aware of, ensuring they receive the highest possible tax refund. Our mission is to cultivate a team of professionals who share our commitment to customer advocacy and possess a fresh perspective on the tax industry.
Company Overview:
Drake Software, a prominent player in the digital tax filing arena, provides users with user-friendly digital and downloadable products that leverage cutting-edge technology and exceptional customer service. We cater to a diverse clientele, including those with intricate tax situations, and are committed to attracting talent that embodies our core values: performance, perseverance, progress, and partnership. As part of the Taxwell family, we are a collective of forward-thinking individuals eager to expand our team with industry experts.
Role Overview:
This position primarily supports Drake Software in delivering essential tools and assistance to tax professionals, helping them grow their businesses and attract new clients. We are a team of problem solvers, constantly seeking innovative solutions to meet our customers' needs. Our clients trust Drake Software for its comprehensive product excellence and value.
Key Responsibilities:
- Respond to, assess, and prioritize incoming requests via telephone, email, fax, and live chat from users encountering issues with hardware, software, networking, and other technology related to Drake Software.
- Conduct interviews with end users to gather information about their issues and guide them through diagnostic steps to identify the source of the problem.
- Ascertain whether the issue is related to hardware components such as modems, printers, cables, or telephones.
- Manage problem identification, research, isolation, resolution, and follow-up for most user inquiries, escalating more complex issues to the appropriate technical staff.
- Document and track calls using a Call Log database, maintaining historical records and related problem documentation.
- Ensure a positive experience during inbound or outbound phone interactions.
- Handle routine or basic inquiries through inbound or outbound calls.
- Follow established procedures and scripts as directed by management.
- Maintain regular attendance as required for the scheduled shift.
Qualifications:
- High School diploma or equivalent experience required.
- Bilingual proficiency in Spanish and English is essential.
- Basic computer and typing skills are necessary.
- Previous experience in telemarketing, retail, or customer relations is preferred.
- Strong customer service skills are required, characterized by friendliness, courtesy, and helpfulness.
- Excellent verbal communication skills are necessary, including proper grammar, voice, and diction.
- Reading fluency is required.
At Taxwell, we value the diverse perspectives of our employees and are committed to fostering an inclusive environment. We uphold equal opportunity employment practices and ensure a respectful workplace for all applicants, regardless of their background. If you require assistance or accommodation due to a disability, please reach out to our HR Talent Acquisition team.
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