Job Details

Technical Support Representative

The Technical Support Representative provides support to our business and individual tax software clients and to our practice clients. This role provides resolution to moderate and complex inquiries by phone, online chat or email and answers are based upon information provided in product guides and support knowledge databases and other internal tools.

Essential Duties and Responsibilities

• Handle phone, e-mail, and chat support for moderate to complex system or content issues; identify, resolve, and escalate issues when necessary; record these interactions in our customer relationship database
• Identify and document resolution to reoccurring inquiries
• Cross-train on other products and systems
• Participate in projects and as well as process improvement initiatives
• Provide general reports to management as requested
• Participate in product testing and review as required
• Secure and keep confidential product and customer data

Other Duties

As a Technical Support Representative, you must be able to work a flexible schedule that includes normally scheduled evening hours and Saturday hours.

Job Qualifications

Education and Experience:

Minimum: Associates Degree in MIS, Computer Science, or Information Technology OR equivalent work experience.

Other Knowledge, Skills, Abilities or Certifications:

• Knowledge of tax, accounting and audit principles, practices and legislation/regulations
• Computer and internet skills including Microsoft office
• Service orientation - high commitment to meeting needs of customers and colleagues
• Strong communication skills both written and verbal
• Ability to diffuse and provide effective resolution to customer complaints
• Detail-oriented and able to handle multiple top priorities
• Ability to function in a fast-paced, collaborative, matrixed team environment
• Strong work ethic and passion for excellence
• Ability to work flexible schedule and manage overtime as required to meet objectives