Customer Support Agent

About The Company

TurboTax USA is a leading provider of tax preparation software, dedicated to simplifying the tax filing process for individuals and small businesses across the United States. With a commitment to innovation and customer-centric solutions, TurboTax offers a range of products designed to make tax filing accessible, efficient, and stress-free. The company prides itself on its user-friendly interfaces, comprehensive support, and continuous technological advancements that empower users to confidently manage their taxes. As a trusted name in the industry, TurboTax USA strives to deliver exceptional service and support to its diverse customer base, ensuring compliance and maximizing returns with ease.

About The Role

We are seeking motivated and enthusiastic individuals to join our team as Work from Home TurboTax Product Experts, serving as frontline Customer Support Agents. In this role, you will assist TurboTax customers with questions related to product features, navigation, document importation, printing, filing, and basic tax-related inquiries. This position offers flexible scheduling, allowing you to choose your working hours between 8 am EST and 12 am midnight EST, Monday through Sunday. As a Product Expert, you will receive comprehensive training and ongoing support, including a fast certification process, to ensure you are well-equipped to deliver exceptional customer service. Your primary goal will be to help users navigate our software confidently, troubleshoot issues, and enhance their overall experience with TurboTax products.

Qualifications

To succeed as a Customer Support Agent, candidates should possess strong communication skills and a proactive attitude towards learning. While prior accounting or tax experience is not required, enthusiasm for helping others and a willingness to learn about tax software are essential. Candidates must be comfortable working independently in a remote environment and capable of managing their own schedule effectively. Basic technical proficiency, including familiarity with computers and online platforms, is necessary. The ideal candidate will demonstrate empathy, patience, and a customer-first mindset, ensuring every interaction leaves a positive impression. Flexibility to work a minimum of 25 hours per week, with the opportunity to increase hours based on performance and availability, is preferred.

Responsibilities

As a TurboTax Product Expert and Customer Support Agent, your primary responsibilities will include:

• Providing exceptional customer service by answering questions related to TurboTax products and tax return software through live calls and chat support.
• Assisting customers with downloading, logging in, navigating the software, importing documents, printing, and filing their returns.
• Guiding users through basic tax questions and troubleshooting technical issues to ensure a smooth tax filing experience.
• Maintaining a high level of product knowledge through ongoing training and certification updates.
• Supporting team goals by achieving performance metrics related to customer satisfaction and call quality.
• Collaborating with Subject Matter Experts (SMEs) and Marketplace Performance Specialists (MPS) to resolve complex issues and improve service delivery.
• Adapting to evolving product features and updates, ensuring customers receive accurate and current information.

Participants will benefit from continuous support, including access to experienced SMEs and MPS advocates, to help resolve customer inquiries effectively. The role emphasizes a customer-first approach, requiring empathy, patience, and clear communication to foster positive interactions and customer loyalty.

Benefits

This Customer Support Agent role offers several attractive benefits designed to support your professional growth and work-life balance. You will earn a competitive hourly rate of $24, with additional bonuses such as a $405 certification bonus and performance-based incentives. During the certification period, which lasts three days, you will receive comprehensive training to prepare you for successful customer interactions. The opportunity to work from home provides flexibility, allowing you to set your own schedule within the designated hours. You can earn an extra $5 per hour from April 9 to 15, with unlimited hours available during this period, provided you meet the minimum daily working hours. The compensation structure includes weekly bonuses up to $250 based on performance and schedule adherence, as well as a TNPS performance bonus in the form of gift cards for achieving high customer satisfaction scores. This role also encourages personal development and offers ongoing support to help you excel in your responsibilities.

Equal Opportunity

TurboTax USA is an equal opportunity employer committed to fostering an inclusive and diverse work environment. We celebrate individuality and are dedicated to providing equal employment opportunities regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic. We believe that diversity enriches our workplace and enhances our ability to serve our customers effectively. All qualified applicants will receive consideration for employment without regard to any protected status, and we are committed to maintaining a respectful and supportive environment for all team members.

Key skills/competency

• Customer Service
• Technical Support
• Troubleshooting
• Communication Skills
• Tax Software Knowledge
• Problem Solving
• Empathy
• Patience
• Remote Work
• Time Management