Key skills
Customer serviceTechnical supportTechnical proficiencyCommunication skillsEmpathyCommunication
About this role
TurboTax USA is a leading provider of tax preparation software and services, dedicated to helping individuals and small businesses navigate the complexities of filing taxes with confidence and ease. As a Work from Home TurboTax Product Expert, you will assist customers with their questions related to TurboTax products and tax return software, ensuring exceptional customer service and satisfaction.
Responsibilities:
- Assist TurboTax customers by answering questions related to product features, software navigation, and basic tax inquiries
- Guide users through downloading, logging in, importing documents, printing, and filing their tax returns effectively and efficiently
- Provide clear, empathetic, and professional support to ensure customer satisfaction and resolve issues promptly
- Maintain a high level of product knowledge through ongoing training and certification processes
- Support customers during live calls, offering solutions and troubleshooting assistance as needed
- Collaborate with Subject Matter Experts (SMEs) and Marketplace Performance Specialists (MPS) to enhance service quality and address customer needs
- Adhere to company policies and performance metrics, including schedule commitments and quality standards
- Participate in certification programs to stay updated on product features and best practices
Requirements:
- Strong communication skills
- Proactive attitude towards learning
- Comfortable working independently in a remote setting
- Managing own schedules
- Engaging with customers empathetically
- Basic technical proficiency with computers and internet navigation
- Prior experience in customer service or technical support