Product Support Associate (Remote)

Summary:

As a Product Support Associate, you will have a direct impact on customer satisfaction by providing timely, professional, and courteous technical assistance supporting our SurePrep software. You will handle customer inquiries via phone and/or chat, focusing on resolving inquiries efficiently and ensuring all necessary actions are taken to resolve issues. You will advocate for our customers, deliver high-quality support, and collaborate with internal teams to contribute to ongoing product improvements.

About the Role

• Respond promptly and professionally to customer inquiries via phone and/or chat, delivering exceptional technical support.

• Troubleshoot and resolve technical issues related to software, escalating complex issues as needed.

• Guide clients through step-by-step solutions, ensuring clear communication and a thorough understanding of the process.

• Document customer interactions, comments, complaints, and actions taken with accuracy and attention to detail.

• Follow up with customers to ensure resolution and satisfaction.

• Collaborate with product development and other internal teams to communicate customer feedback, identify recurring issues, and support product improvements.

• Efficiently utilize internal resources and demonstrate strong time management to meet departmental goals.

• Stay current with technological trends and updates to provide accurate and effective support.

• Participate in training and deliver on-demand coaching to enhance technical and customer service skills.

• Adhere to all company policies and procedures, including data security and privacy guidelines.

• Ensure adherence to departmental processes and procedures and assist with other tasks as assigned.

Work Schedule

• Availability to work varying shifts and/or overtime as needed.

Non-Peak Season (May-December)

• We’re open Monday-Friday from 10 am-8 pm ET.

Peak Season (January-April, September-October)

• We’re open Monday-Friday as early as 9 am-9 pm ET.

• Open most Saturdays & some Sundays from 10 am-5 pm ET.

About You

• Demonstrated experience in a technical support or customer care role (tax, IT Help Desk, or related technical support experience is a plus).

• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

• Strong problem-solving, analytical, and critical thinking abilities.

• Exceptional customer service skills, including patience, empathy, and professionalism.

• Knowledge of computer software, operating systems, and common applications.

• Proficiency in help desk software and remote support tools. • Ability to work independently and as part of a collaborative team.

• Strong organizational and time management skills, with attention to detail.

• Flexible and adaptable to changing work environments and technologies.

• Commitment to continuous learning and self-improvement. • High work ethic, reliability, and efficiency.

• Growth mindset, willingness to embrace change, and customer focus.

• Stable internet connection with the ability to use a wired connection if required.

• Utilization of all equipment provided for maximum efficiency (laptop, monitors, docking station, mouse, keyboard).

Required Qualifications

• High school diploma or equivalent required; associate degree or equivalent workforce experience preferred. A bachelor’s degree in a related field is a plus.

• Proven experience in a technical support role within a customer-focused environment.

• Demonstrated knowledge of troubleshooting methodologies for software and hardware.

• Ability to maintain confidentiality and handle sensitive customer information with integrity.

• Progression to production may be contingent on the successful completion of training

#LI-SS

What’s in it For You?

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of co