Staff
wk · Coppell, Texas
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Answer phone chat and email inquiries about tax software content and resolve or escalate issues for clients.
Worth knowing: Must work flexible schedule including evenings and weekends during peak season.
The Customer Service Technical Associate 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 Performs other duties as assigned by supervisor. Please note: As a Customer Service Technical Associate , you must be able to work a flexible schedule that may include evening and weekend hours during peak season. Job Qualifications Education and Experience: Minimum: Associates Degree a business-related field OR equivalent Customer Service work experience. OR 1 years of experience or knowledge in one or more of the following areas: accounting and bookkeeping; financials and reporting; sales and customer relationship management OR 2 years of experience in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitude Preferred: Educational background in Business, Accounting or Finance Experience working with CCH tax and accounting software Tax preparation or accounting experience Experience working in a help desk or customer support environment Use of SalesForce.com 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...
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