Taxwell · 5 months ago
Customer Service Representative Drake User
United States
Full-time
Remote
Mid Level
3+ years expTaxwell helps everyday Americans get every tax advantage they deserve through their tax preparation software. The role primarily supports Drake Software by providing tools and support to tax professionals, ensuring they receive comprehensive assistance and solutions.
Enterprise SoftwareSoftwareTax Preparation
Responsibilities
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
Qualification
Required
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
Minimum of 3 years' proficient experience with Drake Software, including in-depth product navigation and utilization
Commitment to Quality – strong attention to detail and accuracy
Ability to clearly and concisely communicate both in written and oral formats
Ability to understand/comprehend varying levels of training and follow directions
Committed to consistently meeting and exceeding client expectations
Proven dependability and professionalism
Company
Taxwell
Taxwell is a digital tax filing platform that offers tax preparation software solutions.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase