POSITION SUMMARY:

This role supports Drake Software in delivering the tools and services tax professionals rely on to grow their business and serve their clients. We are a team dedicated to providing excellent customer service by efficiently troubleshooting and resolving all client inquiries. Our customers trust Drake Software for comprehensive product excellence and value.   

• Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone, email and live chat, ensuring prompt and accurate solutions. 

• Interviews end user to determine root cause of the problem and leads user through troubleshooting and diagnostic procedures to identify a resolution. 

• Handles problem recognition, research, isolation, resolution, and follow-up for most user problems, partnering with designated staff on more complex problems to ensure customers receive appropriate advanced support. 

• Accurately document and track all customer interactions and resolutions for continuous improvement and follow-up on any unresolved problems timely.  

• Maximize positive relationships and customer experience through delivering exceptional, empathetic service in every interaction. 

• Adhere to established best practices, procedures, scripts, and direction provided by management. 

• Maintain consistent, reliable attendance and adherence to your schedule for all shifts. 

 ESSENTIAL DUTIES & RESPONSIBILITIES:

• High School diploma or general education degree (GED); or related experience and/or training: or equivalent combination of education and experience required. 

• Proficiency with essential computer applications and accurate data entry skills required. 

• Prior experience in telemarketing, retail background or customer relations preferred. 

• Strong customer service skills required. 

• Ability to build rapport and demonstrate empathy with customers through friendly, courteous and helpful interactions. 

• Excellent verbal communication skills, including clear articulation, a professional phone presence, and active listening. 

• Strong reading comprehension and critical thinking skills required. 

Comprehensive Benefits:

Beyond competitive compensation, we invest in our team with a comprehensive benefits package designed to support your well-being and growth. This includes medical, dental, vision, and life insurance, generous paid vacation and sick days, paid holidays, and a 401(k) with company match. You'll thrive in our fun, collaborative, and supportive culture, with opportunities for continuous learning and career development.