The Customer Service Technical Associate provides support to our business and individual tax software clients and to our practice clients. This role provides resolution to moderate and complex inquiries by phone, online chat or email and answers are based upon information provided in product guides and support knowledge databases and other internal tools.
Essential Duties and responsibilities
Handle phone, e-mail, and chat support for moderate to complex system or content issues; identify, resolve, and escalate issues when necessary; record these interactions in our customer relationship databaseIdentify and document resolution to reoccurring inquiriesCross-train on other products and systemsParticipate in projects and as well as process improvement initiativesProvide general reports to management as requestedParticipate in product testing and review as required Secure and keep confidential product and custome...