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Customer & Tech Support that support this opportunity will be providing technical support and tax support to customers via inbound phone and video.  This client is a well-known tax preparation software company that is used in bookkeeping and accounting offices where there is more than one preparer, and complete a high volume of returns.  The software is tailored more to professionals who are familiar with preparing returns and require high efficiency.

Responsibilities Include

  • Inbound phone and video customer service/technical support. Handle technical support questions via phone, with video capability.
  • Research, analyze and determine an appropriate course of action for tax customers.
  • Interact with customers via phone focusing on software navigation questions as well as assisting customer with locating prior years’ returns and amendments.
  • Serve as ambassador for the brand; take a caring and empathetic approach to customer interactions and/or escalation to a higher level of expertise.
  • Document all issues, resolution and follow up
  • Virtual Assistants that provide service during peak season (January – May, 2018) will be required to use a screen share to assist customer via one-way video.

Equipment At A Glance

  • Virtual Assistants are required to purchase and wear a white or red Polo-style shirt with no visible logo.
  • Workstation Requirements CLICK HERE.
  • 4 GB of RAM or better (+2 GB over minimum).
  • High speed Internet with minimum of 2.0 mbps upload speed (+1 mpbs over minimum).
  • POTS (Plain Old Telephone Service), cable telephony, digital service or business class VoIP.
  • A second monitor is found to be beneficial for this program

Required Certification:

  • CLASSES START 3/19/2018
  • Client certification course $29 (subject to change) lasting approximately 25 days.  9am – 1pm, 10am – 2pm, 1:30pm – 5:30pm, 4:00pm – 8:00pm, 6:00pm – 10:00pm  or 7pm – 11pm.  All classes are in EST.
  • Background check Required

Company hours of operation (subject to change based on client needs):

  • 24 hours a day, 7 days a week, 365 days a year.

Production Service Revenue:

  • $14 – 16/hr base pay
    Incentives based on performance