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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:

PC 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

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