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About the role
Key responsibilities & impact- Diagnose, troubleshoot, and resolve inquiries from tax professionals via phone, ensuring prompt and accurate solutions.
- Interviews end user to collect information about problem and leads user through diagnostic and troubleshooting procedures to provide resolution.
- Provide comprehensive support by identifying, researching, isolating, and resolving the majority of user problems.
- For intricate issues, partner with designated staff to facilitate appropriate advanced support and resolution.
- Accurately document and track all customer interactions and resolutions for continuous improvement and follow-up on any unresolved problems timely.
- Maximize positive relationships and customer experience through delivering exceptional, empathetic service in every interaction.
- Adhere to established best practices, procedures, scripts, and direction provided by management.
- Maintain consistent, reliable attendance and adherence to your schedule for all shifts.
Requirements
What you’ll need- Minimum of 3 years prior experience using Drake Software
- Navigational awareness, critical thinking skills
- Basic computer and keyboarding skills required
- Strong customer service skills required
- Ability to build rapport and demonstrate empathy with customers through friendly, courteous and helpful interactions
- Strong verbal and written communications skills required (good grammar, active listening, voice and diction)
- Strong reading comprehension and critical thinking skills required
Benefits
Comp & perks- Exceptional, empathetic service
- Comprehensive product excellence and value
- Ability to work with a supportive team
- Commitment to diversity and inclusion
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingdiagnostic procedurescustomer interaction documentationproblem resolution
Soft Skills
customer serviceempathycommunicationactive listeningrapport buildingcritical thinkingreading comprehension