Seasonal Customer Service Agent

Contract Temporary

Website NVAVirtualSol NVA Virtual Solutions

Client is an enterprise software company that develops financial and tax preparation software and related services for small businesses, accountants and individuals. Client is a tax preparation software package and is one of the most popular income tax preparation software packages in North America. The software is designed to guide users through their tax returns step-by-step.

JOB DESCRIPTION

  •  Inbound phone and video customer service/technical support. Handle technical support questions via phone, with video capability.

  • Research, analyze and determine an appropriate course of action for TurboTax customers.

  • Interact with customers via phone focusing on software navigation questions as well as assisting customer with locating prior years’ returns and amendments.

  • Serve as ambassador for the Intuit brand; take a caring and empathetic approach to customer interactions and/or escalation to a higher level of expertise.

  • Document all issues, resolution and follow up actions

  • Agents that provide service during peak season (January – April, 2019) will be required to use SmartLook™ screen share to assist customer via one-way video.

REQUIRED SKILLS

  • Minimum 6 months customer service/technical troubleshooting expertise or proven technical ability

  • A quiet work-space, ergonomic chair, and desk.

  • Must be well organized, resourceful and have excellent communication and relationship building skills.

  • Experience supporting customers via phone, e-mail, chat, and/or in person

  • Passion for customer service and ownership of the customer experience including comprehensive issue resolution

  • Able to effectively tailor communication and style to differing audiences

  • Able to self manage and work independently in a fast-paced, constantly changing environment

  • Thrives on a team where expertise is shared and feedback is welcomed

  • Effective time management including ability to multi-task, organize and prioritize

  • Able to research and grasp technical information across multiple tools while talking with customers

  • Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges

  • Always strive to ensure First Call Resolution (FCR) and complete Customer Satisfaction.

We are currently not accepting applications from candidates residing in CA, CT, MD, MA, NY, OR, and WI

To apply for this job please visit www.nvavirtualsolutions.com.