Account Support Product Specialist

Job Description:
As a Product Specialist I – Contractor agent, you will play an important role in delivering a positive 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.

• Overall support of the company products through phone, email, and chat, providing a positive customer experience.
• The scope of product (technical) support includes navigation, connectivity, compatibility, usability and general product knowledge.
• Provide product and service information.
• Take ownership of customer’s communications to work directly with a specific customer.
• Route customers to the appropriate communication method (phone call, private message, and direct message).
• Perform duties and responsibilities to meet KPIs.
• Handle three (3) customers’ chats simultaneously.
• Recommend responses for the knowledge database and send them to lead for review/creation.
• Promote teamwork and foster collaboration.
• Convey a professional and positive image internally and externally.
• Ability to operate multiple system applications and screens at the same time.
• Capability of utilizing resources provided for quick issue resolution.
• Troubleshoot and resolve customer inquiries utilizing defined processes and procedures.
• Use the equipment and applications provided to interact with customers.
• Other job duties as defined
  
   

Requirements:

• Knowledge and work experience with browser-based applications is a plus.
• Experience with online tax software - preferred.
• Exceptional communication and interpersonal skills are essential.
• Call Center experience - preferred.
• Strong troubleshooting and problem-solving skills
• 2+ years of experience with Internet browsers & Microsoft Window’s operating systems – preferred.
• Ability to work effectively within a team environment to accomplish goals.
• Ability to work well under pressure and meet deadlines with minimal direction.
• Excellent written and verbal communication skills
• Positive attitude
• Detail oriented
• Strong organizational/time management skills and multitasking abilities.
• Typing skills – 30+ WPM – preferred

INTERNET SPEED REQUIREMENTS:

• Reliable, private, dedicated, high-speed, hardwired internet connection
• Minimum download speed: Minimum 50 MB download speed
• Minimum upload speed: Minimum 5 MB upload speed
• DSL, Cable, Fiber ONLY (the device can be connected via Wi-Fi, but no Wi-Fi or
  satellite-based service

Top Skills Details:

• Phone/Email Support
• Customer Service
• Technical Aptitude

Pay Rate: $15 an hour
Contract Length: 5 Months