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Bilingual Customer Support Specialist

2 months ago

Franklin, Nebraska, United States Taxwell Full time

About Taxwell:
Taxwell is dedicated to assisting everyday Americans in maximizing their tax benefits by uncovering credits and deductions that may have gone unnoticed. Our user-friendly tax preparation software provides clear guidance to ensure you receive the highest possible tax refund. We aim to cultivate a team of passionate professionals in both tax and technology who resonate with our mission, advocate for our clients, and approach the tax industry with innovation.

About Drake Software:
Drake Software stands as a premier digital tax filing platform, offering users professional, digital, and downloadable products that are intuitive, technologically advanced, and backed by exceptional customer support. We serve a diverse clientele, including those with intricate tax situations, and we are committed to attracting and retaining individuals who embody our core values: performance, perseverance, progress, and partnership. As a proud member of the Taxwell family, we are on the lookout for industry experts to enhance our expanding team.

Role Overview:
This position will primarily support Drake Software in delivering the essential tools and assistance that tax professionals require to grow their businesses and engage new clients. We are a team of problem solvers, consistently seeking innovative solutions to support our clientele. Our customers 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 procedures to identify the source of the problem.
  • Determine whether issues stem from hardware components such as modems, printers, cables, or telephones.
  • Manage problem recognition, research, isolation, resolution, and follow-up for most user inquiries, escalating more complex issues to designated technical staff as necessary.
  • Document and track calls using a Call Log database, maintaining historical records and related documentation.
  • Ensure positive 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; relevant experience and/or training may be considered.
  • Bilingual proficiency in Spanish and English is required.
  • Basic computer and typing skills are necessary.
  • Prior experience in telemarketing, retail, or customer relations is preferred.
  • Strong customer service skills are essential (friendly, courteous, and helpful demeanor).
  • Excellent verbal communication skills are required (proper grammar, voice, and diction).
  • Reading fluency is necessary.

At Taxwell, we value the diverse perspectives of our employees and are committed to fostering an inclusive environment. We celebrate diversity and uphold equal opportunity employment practices. Expect a supportive atmosphere where your contributions are recognized and valued.