Tax and Accounting Services

We are currently working with several different departments for a Tax and Accounting software company that develops financial and tax preparation software and related service for small businesses, accountants and individuals.  This company offers one of the most popular income tax preparation software package and accounting package used in North America.

Tax Company – Tech support w/Live Video Chat

What to Expect:

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 customers.

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

  • 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

Tax Company / Pro Service

Call center agents that support this program will be providing technical support and tax support to Intuit customers via the phone.

What to Expect
• Interact with business customers (small to mid-sized tax preparation firms) via phone, assisting with tech support and tax support questions (knowledge of tax concepts a plus)
• Research, analyze and determine an appropriate course of actions in a variety of situations for customers
• Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve inquires
• Provide caring and empathetic customer interactions that positively represent the brand
• Use analytical and organizational skills to solve complex customer issues through troubleshooting, critical thinking, and problem-solving

Capabilities of Top Performing Call Centers on this Program
• Knowledge of tax laws and concepts
• Experience preparing personal taxes or helping others with tax preparation
• Foundational technical skills and an understanding of how to use a computer and software
• Customer service experience and/or internship with a tax preparation company.
• Experience in a goal oriented, fast paced, changing environments
• Some or recent secondary education in accounting (such as a BA)

Tax Company / Customer Service and Inbound Renewal Support

Call center agents that support this program will be providing customer service and inbound renewal sales
support to customers via the phone

What to Expect:

• Provide high end, white glove support to very large CPA firms who do personal taxes for their clients.
• Interact with users via phone, responding to customer service questions and/or renewal questions.
• Research, analyze and determine an appropriate course of action for customers; recommend additional services and add-ons as applicable.
• Be a positive representative for Client and the Group; take a caring and empathetic approach to customer interactions.
• Articulate how to use the software product accurately and efficiently resolve customer inquires on the first contact.
• Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve inquires.
• Offer analytical and organized resolutions and find a sense of enjoyment in troubleshooting, critical thinking and problem solving.
• Secure the firm’s commitment to renew the software

Capabilities of Top Performing Call Centers for this Program
• Experience providing white glove support to high end customer.
• Foundational technical skills and an understanding of how to use a computer and software.
• Experience in a goal oriented, fast-paced, changing environment.
• Ability to understand client needs, identify helpful resolutions, and recommend additional products and services and needed.
• Demonstrates a sincere desire to assist the customer, and puts the customers’ needs first.
• Ability to align and communicate with the customer effectively.
• Tenacity to understand the customer’s business needs and provide the appropriate recommendation

Accounting Software Customer and Product Support

What to Expect
On a day-to-day basis, call center companies can expect to participate in the following activities:
•Interact with customers via phone, focusing on process related questions, data entry and navigation.
•Research, analyze and determine an appropriate course of action for customers.
•Be a positive representative for the client and product; take a caring and empathetic approach to customer interactions.
•Articulate how to use the product accurately and efficiently resolve customer inquiries on the first contact.
•Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve advanced technical inquires.
•Act as a technical resource when assisting customers to resolve problems with devices and equipment.


Capabilities of Top Performing Call Centers for this Program
•Outstanding problem-solving skills
•Displays patience, empathy, an ability to manage stress, the ability to work under pressure
•Skilled and efficient in writing and verbal communication
•Provides knowledgeable, friendly and eloquent customer service
•Knowledge and experience with the software package a plus.

Office Hours:

Monday - Thursday: 7:00 am to 5:00 pm EST

Friday& Saturday:  7:00 am to 12:00 (noon)

Sunday's: closed

Phone:  814-553-0748

Email:  cori.pratt@prattsanswers.com

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