Software Support
$10.00 USD/HR
What to expect on the Job:
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; 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
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.
Ability to align and communicate with the customer effectively.
Tenacity to understand the customer’s business needs and provide the appropriate recommendation.
Equipment Requirements:
A desktop/tower computer with a separate monitor is recommended. Dual boot machines, Netbooks, and Tablets are prohibited from use. All-in-One computers are not currently compatible with any client programs.
CPU Speed- Intel i5 class or better. "Atom, Celeron, Pentium and Opteron processors are not permitted"
Hard Drive- 20 GB or more of available space 60 GB or more of total space
Memory- 4 GB of RAM or better
Operating System-Windows 7 or Windows 10 "Windows 8/8.1 not supported by some clients"
Standard Connection and Speed- Hardwired connection (no wireless) Minimum 10 mbps download / Minimum 3 mbps upload
Maximum Latency Threshold 120 milliseconds (ms)
Monitor Recommendations 1280 x 1024 (SXGA) screen resolution 1920 x 1080 (Full HD or 1080p) Dual monitors may be required on some client programs
MAC REQUIREMENTS:
Macs must have an Ethernet port MacBook Air and Mac USB-C ports will not be supported. Boot Camp and a licensed version of Windows MUST be installed.
CPU Speed- intel Core i5 2.7 GHz processor or better
Hard Drive- 20 GB or more of available space 60 GB or more of total space
Memory- 4 GB of RAM or better
Operating System- MAC OS X 10.10 Yosemite or higher
Standard Connection and Speed- Hardwired connection (no wireless) Minimum 10 mbps download / Minimum 3 mbps upload
Maximum Latency Threshold 120 milliseconds (ms)
Monitor Recommendations 1280 x 1024 (SXGA) screen resolution 1920 x 1080 (Full HD or 1080p) Dual monitors may be required on some client programs
BASE REQUIREMENTS:
Experience Requirements:
High school graduate or equivalent
Exceptional communication skills
Ability to thrive in a dynamic environment
Six months or more of customer service experience
A quiet, private place in your home where you can work without background noise