Tax Specialist Agent - Drake User

Drake Software is a leading digital tax filing platform which offers customers professional digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. Drake Software is a member of the Taxwell family of products. We are an organization of forward thinkers looking to add industry experts to our growing team. This role will primarily support Drake Software as we provide the tools and support tax professionals need to build their businesses and attract new clients. We are an organization of problem solvers continually looking for solutions to support our customers. Our customers know they can rely on Drake Software for comprehensive product excellence and value. POSITION SUMMARY: For over 40 years, Drake Software LLC has designed, developed and distributed automated tax preparation solutions for tax professionals and is looking for seasonal agents who have Drake Software and tax preparation experience to help support our clients. A minimum of 3 years' of proficient experience preparing taxes within Drake Software, including in-depth product navigation and utilization, is required for this position. ESSENTIAL DUTIES & RESPONSIBILITIES:

• Diagnose, troubleshoot, and resolve inquiries from tax professionals via phone, ensuring prompt and accurate solutions.
• Interviews end user to collect information about problem and leads user through diagnostic and troubleshooting procedures to provide resolution.
• Provide comprehensive support by identifying, researching, isolating, and resolving the majority of user problems. For intricate issues, partner with designated staff to facilitate appropriate advanced support and resolution.
• Accurately document and track all customer interactions and resolutions for continuous improvement and follow-up on any unresolved problems timely.
• Maximize positive relationships and customer experience through delivering exceptional, empathetic service in every interaction.
• Adhere to established best practices, procedures, scripts, and direction provided by management.
• Maintain consistent, reliable attendance and adherence to your schedule for all shifts.

EDUCATION & EXPERIENCE:

• Minimum of 3 years prior experience using Drake Software
• Navigational awareness, critical thinking skills
• Basic computer and keyboarding skills required
• Strong customer service skills required
• Ability to build rapport and demonstrate empathy with customers through friendly, courteous and helpful interactions
• Strong verbal and written communications skills required (good grammar, active listening, voice and diction)
• Strong reading comprehension and critical thinking skills required

NEEDED ATTRIBUTES & COMPETENCIES:

• Minimum of 3 years' proficient experience with Drake Software, including in-depth product navigation and utilization
• Navigational awareness, critical thinking skills
• Basic computer and keyboarding skills required
• Strong customer service skills required
• Ability to build rapport and demonstrate empathy with customers through friendly, courteous and helpful interactions
• Strong verbal and written communications skills required (good grammar, active listening, voice and diction)
• Strong reading comprehension and critical thinking skills required
• A genuine desire to help others and a commitment to providing excellent service

Watch our Day in the Life Video here: https://www.youtube.com/watch?v=suLXP0yVx-Q Job Types: Full-time, Part-time Expected hours: 20 – 40 per week Benefits:

• 401(k)
• 401(k) matching
• Referral program

Application Question(s):

• How many years of tax preparation experience, within Drake Software, do you have?

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