InteLogix is looking for a problem solver to provide software support to tax professionals, requiring them to connect, navigate, influence, and provide solutions to customer issues.
Requirements
- Tech-savvy with the ability to navigate multiple windows and tabs while delivering top-tier customer support over the phone
- Typing proficiency of 35 WPM with accuracy
- Solid understanding of computer hardware, software, operating systems, and basic networking principles. Ability to troubleshoot common computer-related issues.
- Ability to analyze customer issues, identify root causes, and determine appropriate solutions.
- Proven ability to apply logic and reasoning to resolve complex customer problems.
- Excellent phone etiquette and verbal communication skills with the ability to articulate technical information clearly and concisely
- Ability to compose professional and grammatically correct email responses, both internally and externally as needed
Responsibilities
- Field inbound calls from Tax professionals seeking software support
- Ask probing questions to determine the root cause of the issue
- Clearly communicate technical information and troubleshooting steps to customers with varying levels of technical understanding
- Maintain accurate records of customer interactions, problem resolutions, and follow-up actions in the call log database
- Escalate complex issues to senior support staff or technical teams as needed
- Adhere to call center procedures, scripts, and quality standards
Other
- 18 years of age or older with a High School Diploma or GED
- Minimum 1 year of customer service experience required; 2 years of call center experience preferred
- Excellent attendance, ensuring you're there when our customers need you
- Basic tax knowledge is strongly preferred
- Demonstrated ability to actively listen to customer concerns and gather relevant information
- A genuine ability to empathize with customers and handle challenging conversations with poise and professionalism
- A strong commitment to providing outstanding customer service and exceeding customer expectations
