We are looking for a Bilingual Tax Support Agent to assist our customers with questions they may have about their tax information and preparing their tax returns.
Tax Support Agent responsibilities will include responding to customer questions about their tax filings, recommending approaches to gathering tax data, and escalating complex tax questions to a Tax Professional. To be successful in this role, you do not need to have a tax credential, but you should be comfortable with financial questions and tax questions. Additionally, you should be very comfortable with mobile technology and popular finance and shopping apps, like Venmo, Paypal, Coinbase, and Amazon. You may need to walk a customer through the process of finding their reports and gathering information about their businesses. You must be excellent at communicating with those less comfortable with mobile apps. You need to be friendly and helpful, building trust with users who may feel uncertain about their ability to manage their finances, helping them build confidence that they can file their taxes.
Ultimately, you will help establish our reputation as a company that makes taxes easy.
Responsibilities
- Respond to customer help requests via phone, email or chat
- Answer situational and hypothetical questions from customers using best practice guides and your best judgment
- Document questions and answers in a customer database
- Guide customers through the process of gathering information including exports and feeds from other apps
- Help customers use self-help tools
- Provide feedback to the tax and product teams on customer questions and requests
Requirements and skills
- Must speak Spanish fluently, including idiomatic expressions related to US taxes and financial management, and speak English at a level of proficiency sufficient to communicate with non-Spanish speakers
- Experience in customer service and addressing customer inquiries
- Familiarity with financial management apps and mobile banking
- Experience using help desk software and ticketing tools
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
Please contact us if interested using the Contact form. Thanks for your interest in joining our team!
