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Bilingual Customer Support Specialist

2 months ago

Franklin, Nebraska, United States Taxwell Full time

About Taxwell: Taxwell is dedicated to empowering everyday Americans by maximizing their tax benefits through the discovery of credits and deductions that may have gone unnoticed. Our innovative tax preparation software provides clear guidance, ensuring that our users receive the highest possible tax refunds. We are committed to assembling a team of passionate professionals in both tax and technology who resonate with our mission, advocate for our clients, and adopt a fresh perspective in the tax sector.

About Drake Software: As a premier digital tax filing platform, Drake Software delivers user-friendly, top-tier digital and downloadable products along with exceptional customer support. We cater to a diverse clientele, including those with intricate tax situations. Our aim is to attract and retain individuals who embody our core values: performance, perseverance, progress, and partnership. Drake Software is proud to be part of the Taxwell family, a collective of forward-thinking individuals eager to expand our expert team.

Role Overview: This position primarily focuses on supporting Drake Software in equipping tax professionals with the necessary tools and assistance to enhance their businesses and draw in new clients. We are a team of problem solvers, consistently seeking innovative solutions to better serve our customers. Our clients trust Drake Software for its comprehensive product excellence and value.

Key Responsibilities:

  • Respond to, assess, and prioritize incoming requests for assistance 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 processes to identify the source of errors.
  • Ascertain whether problems stem from hardware components, such as modems, printers, cables, or telephones.
  • Manage problem identification, research, isolation, resolution, and follow-up for most user issues, escalating more complex problems to designated technical staff.
  • Document and track calls using a Call Log database, maintaining historical records and related problem documentation.
  • Ensure positive customer interactions during inbound or outbound phone communications.
  • Handle routine or basic inquiries through calls, adhering to established procedures and scripts as directed by management.
  • Maintain regular attendance as required for the assigned shift.

Qualifications:
  • High School diploma or equivalent; or related experience and/or training; or a combination of education and experience is 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 and supportive work environment. We celebrate diversity and uphold equal opportunity employment principles.

Taxwell is dedicated to creating a respectful environment where equal employment opportunities are available to all applicants, regardless of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, or any other status protected by law. We treat all information gathered during the hiring process as confidential and share it only on a need-to-know basis or as required by law.