Key skills
Customer service experienceCommunication skillsSoftware navigationTechnical concepts explanationEmpathyPatienceProactive attitudeCommunication
About this role
TurboTax USA is a leading provider of tax preparation software and services, dedicated to simplifying the tax filing process for millions of individuals and small businesses across the United States. In this role, you will assist TurboTax users with their tax-related questions and software navigation, providing exceptional customer service and support.
Responsibilities:
- Assist TurboTax customers via phone and chat by answering questions related to software navigation, document import, printing, filing, and basic tax inquiries
- Provide accurate, empathetic, and timely support to resolve customer issues and enhance their overall experience
- Guide users through the software features, helping them understand and utilize various tools effectively
- Maintain a high level of product knowledge through ongoing training and certification processes
- Support customers in troubleshooting technical issues, ensuring minimal disruption to their tax filing process
- Adhere to company policies and quality standards while delivering exceptional customer service
- Collaborate with team members and subject matter experts to continuously improve service delivery and customer satisfaction
- Achieve performance targets related to customer satisfaction, call quality, and schedule adherence
Requirements:
- Strong communication skills
- Genuine enthusiasm for helping others
- Comfortable learning new software
- Ability to explain technical concepts clearly to diverse audiences
- Empathy, patience, and a proactive attitude
- Able to work a minimum of 25 hours per week
- Reliable internet connection
- Quiet workspace
- Previous customer service experience