Tax Support Professional

Company Name:
TeleTech Holdings
Position Type:
Full-time
This is a seasonal customer facing position providing customer service, technical support and tax related research and support to the customers.

Land line Phone IS Required for this Position

Tax Support
: Assisting customers by managing high level calls for customers working on their tax return with product/software inquiries as well as tax and tax software questions and calculations.
Application of defined practices, procedures and company policies to triage, troubleshoot, resolve issues and address routine customer questions on above segments.
Researching using knowledge base and leveraging tool kits to seek out and deliver the right answer to the customer to provide assistance to customers with tax related questions and concepts on federal and state returns, (1040)
Actively contributes to the knowledge base content by linking, flagging and recommending updates.
Demonstrates a sincere desire for a quality user experience and understands the impact of "Net Promoters"
Routine customer interactions using a computer, while communicating with multiple customers concurrently or handling multiple tasks (spoken and written)
Clear articulation of the differences between product types, pricing models.
Assists multiple customers concurrently with strong software troubleshooting abilities in a Desktop and Online environment.
Consistent use of privacy and security guidelines in modifying customer account passwords and data.
Represent the client brand and spirit by demonstrating empathy for the customer, empowering and partnering with the customer, personalizing the experience, and providing them the confidence that they can do their own taxes.
Assists customers with basic PC navigation including downloads, saving files, program installation, folder / directory navigation.
Problem solving utilizing numerical, abstract and verbal reasoning skills.
Qualifications:

Required:

Minimum of 1 year + customer service - the ideal candidate will thrive on delighting the customer
Must have basic knowledge of tax concepts and have some previous experience preparing person federal and state returns, or returns for others (1040)
High school diploma or GED required; college degree is an asset.
Ability to understand and apply knowledge of policies, process, procedures, confidentiality, business ethics, transaction flow, transaction scripts and documentation requirements;
Computer skills: Ability to download products / applications using various browsers (MS Internet Explorer, Mozilla Firefox, Google Chrome, Safari, etc.) and intermediate knowledge of operating systems including Windows OS versions;
Ability to research, navigate and locate answers from WebPages and resources independently;
Ability to install / uninstall applications in Windows;
Ability to align communication styles with customers and display deep customer empathy;
Ability to research, analyze and determine an appropriate course of action in a variety of situations including IRS and state tax publications
Ability to think independently and solve moderately complex problems exercising good judgment.
Ability to identify the source of a customer's problem and accurately assist with the navigation in Turbo Tax
Excellent verbal and written communication skills are essential to success
Teamwork is critical - seeking team players who fosters a positive work environment - understands individual impact on team's success and has a positive, flexible approach to change
Demonstrates a positive/understanding attitude in the face of difficult or challenging customer interactions.

Preferred:

Call Center experience, assisting customers with issues via phone, chat and email;
1(+) year of technical experience (i.e. troubleshooting hardware and software; familiarity with additional operating systems including Mac OS versions, Linux, etc, Ability to install / uninstall applications in MAC; Ability to enable / disable antivirus, firewall and antispyware
Background in banking, tax preparation, finance and related fields is an asset.

Tax Preparation Experience required (You must have experience preparing your own taxes or preparing the taxes of others)

1+ years of Customer Service Required

TeleTech requires all employees hired in the United States to successfully pass a background check and drug test as a condition of employment. TeleTech is an Equal Opportunity Employer.
Company Description:
For more than 30 years, TeleTech has anticipated customer needs and stayed ahead of consumer demands. As the leading global provider of technology-enabled customer experience solutions, TeleTech designs, enables, manages, and grows superior customer experiences that drive shareholder value. Simply put, we help companies grow the value of their business by growing the value of their customer base. From design to delivery, our comprehensive solutions create value across the entire customer life cycle with industry-specific services.

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