Product Support Agent – Seasonal

POSITION SUMMARY As a remote seasonal Product Support Agent, you will play an important role in delivering a delightful experience that unlocks every tax advantage for our customers by leveraging your customer service and technical expertise along with your exceptional communication and interpersonal skills. ESSENTIAL DUTIES AND RESPONSIBILITIES Major responsibilities of the seasonal Product Support Agent position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. This is a seasonal, customer-facing position providing support to our external customers. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Responsible for support operations through phone and chat for the TaxAct Online and Desktop 1040 DIY products. The scope of support includes program navigation, program connectivity, program compatibility, program usability, and general product knowledge. • Provide professional and friendly support to our customers who are working on their tax returns with product/software inquiries. Troubleshoot and apply defined practices, procedures, and company policies to troubleshoot and resolve account and product support customer inquiries. • Provide timely phone and chat support to TaxAct DIY customers. • Ability to manage and respond to up to three (3) customer chat interactions concurrently. • Communicate trending issues to management. • Recommend updates and/or new help topics and send them to supervisor. • Promote teamwork and foster collaboration. • Convey a professional and positive image internally and externally. • Effectively use provided resources to troubleshoot and resolve customer inquiries in a timely manner. • May be cross-trained on other product lines in order to support other queues, as needed. • Additional job duties as needed. EDUCATION AND EXPERIENCE • At least 1 year of experience in a customer service role. • Experience providing software support in a call center environment is a plus (WFH or on-site). • Excellent written and verbal communication skills. • Attention to detail. • Ability to multitask. • Critical thinking and strong problem-solving skills. • Skilled in utilizing internal tools and support materials for efficient resolution • Excellent time management skills. • Demonstrates professionalism and helps maintain a positive and productive work atmosphere • Typing skills – 25+ WPM required. • Must have (or be willing to obtain) a private, dedicated hardwired internet connection. Job Types: Full-time, Temporary Work Location: Remote