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.
- 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
- 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