Customer Support Agent

About The Company

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. Renowned for its user-friendly interface and innovative solutions, TurboTax aims to empower its customers to confidently manage their taxes with ease and accuracy. As part of a global technology-driven organization, TurboTax continually invests in cutting-edge tools and resources to enhance customer experience and streamline tax-related workflows. The company's commitment to excellence and customer satisfaction has established it as a trusted name in the financial technology sector, fostering a culture of continuous improvement and support.

About The Role

We are seeking motivated and dedicated individuals to join our team as Work from Home TurboTax Product Experts. In this role, you will provide exceptional customer service by assisting TurboTax users with their questions related to product features, navigation, and basic tax-related inquiries. Your primary responsibility will be to ensure customers have a smooth and positive experience while using our tax software, helping them understand processes such as downloading, logging in, importing documents, printing, and filing their returns. This position offers flexible scheduling, allowing you to work from the comfort of your home within a set window of hours, making it ideal for those seeking work-life balance and the opportunity to earn competitive pay and incentives.

Qualifications

To succeed as a TurboTax Product Expert, candidates should possess strong communication skills and a customer-centric mindset. While prior experience in accounting or tax preparation is not required, enthusiasm for learning and helping others is essential. Candidates must be comfortable navigating software platforms, troubleshooting common issues, and articulating solutions clearly and empathetically. Basic computer literacy, familiarity with online tools, and the ability to adapt quickly to new information are important. Successful applicants will demonstrate a proactive attitude, reliability, and a genuine interest in providing top-tier support to our diverse customer base.

Responsibilities

• Assist customers via phone or chat with inquiries related to TurboTax products and tax return software.
• Guide users through common tasks such as downloading the software, logging in, importing documents, printing, and filing their tax returns.
• Address basic tax questions, ensuring customers understand their options and procedures.
• Provide clear, concise, and empathetic explanations, fostering a positive experience during your shift.
• Maintain high performance standards and adhere to company policies.
• Utilize available resources such as Subject Matter Experts (SMEs) and support teams to resolve customer issues effectively.
• Engage in continuous learning and improvement through ongoing certification and training sessions.

Benefits

This role offers numerous benefits designed to support your professional growth and personal well-being. You will have the flexibility to craft your own schedule within designated hours, enabling you to balance work with personal commitments. Competitive hourly pay of up to $24, along with performance-based bonuses and weekly incentives, ensures your efforts are rewarded. The position includes a certification bonus of $405, along with a fast 24-hour certification process to get you started quickly. Additional earning opportunities include weekly bonuses up to $250 based on performance and schedule adherence, as well as special performance bonuses such as gift cards for achieving specific customer satisfaction metrics. Supportive team structures, including dedicated SMEs and advocates, are in place to assist you throughout your journey. This role also provides opportunities for skill development in customer service, technical troubleshooting, and tax-related knowledge.

Key skills/competency

• Customer Service
• Technical Support
• Tax Software Navigation
• Troubleshooting
• Communication Skills
• Empathy
• Problem-Solving
• Product Knowledge
• Online Tools Proficiency
• Adaptability