Product Support Specialist - WAH in Tempe, AZ at Volt

Date Posted: 3/12/2018

Job Snapshot

  • Employee Type:
  • Location:
    Tempe, AZ
  • Job Type:
    Call Centers
  • Duration:
    8 weeks
  • Date Posted:
  • Job ID:
  • Pay Rate
    $7.25 - $10.0/Hour
  • Contact Name
    Volt Branch
  • Phone

Job Description

Software Support Customer Service Representative

Volt is hiring a team of Work at Home Customer Service Representatives to support our client, a leader in tax software for personal and business use. Our Work at Home Customer Service Representative team members can be located anywhere in the United States, so your commute is a quick as you can get up and get to your computer! We have over 100 positions available. If you have experience with or are interested in working from home, please keep reading!


This is a customer facing position providing technical support to Tax Software Customers.

  • Application of defined practices, procedures, and company policies to triage, troubleshoot, resolve issues and address routine customer questions and/or concerns.
  • Actively contributes to the knowledge base content by linking, flagging, and recommending updates.
  • Routine customer interactions using a computer, while communicating with multiple customers concurrently or handling multiple tasks (spoken and written).
  • Clear articulation of the differences between tax software product types and pricing models.
  • Utilize and leverage toolkits to seek out and deliver the right answer to the customer.
  • Document what they’ve done to help the customer and properly escalate issues that do not have a known resolution.
  • Assists customers with basic PC navigation including downloads, saving files, program installation, folder / directory navigation, customer account passwords and data.
  • Problem solving utilizing numerical, abstract, and verbal reasoning skills.


  • High school diploma or GED required; Some college preferred
  • Ability to understand and apply knowledge of policies, process, procedures, confidentiality, business ethics, transaction flow, transaction scripts and documentation requirements.
  • Ability to download products / applications using various browsers (MS Internet Explorer, Mozilla Firefox, Google Chrome, Safari, etc.)
  • Familiarity with operating systems including Windows OS versions, Mac OS versions, Mobile OS versions (Android and iOS), etc.
  • Ability to research, navigate and locate answers from webpages and resources independently. 
  • Ability to install / uninstall applications in Windows / MAC
  • Ability to type using proper grammar at a rate of at least 25 words per minute
  • Ability to align communication styles with customers and display deep customer empathy
  • Ability to communicate through written and verbal communication
  • Experience with desktop and/or online software and/or tax software troubleshooting.
  • MUST BE VIDEO READY (MUST be prepared to be on Webcam - No facial tattoos or piercings, etc.)

Work at Home Computer/Telecommunications Requirements:

  • A Windows (minimum Windows 7 SP1 or higher, 3.2 Ghz or faster) or Mac (OSX 10.6 or higher) computer
  • Minimum 8GB of RAM
  • Video card capable of handling dual monitors
  • 19” to 22” LCD Monitors
  • Sound card with compatible USB connected headset (you must have or provide, used during training)
  • At least two available USB ports for camera (provided by our client) and headset (provided by you)
  • A corded phone and corded headset – the phone must be a dedicated, copper-wire land line with no call features (such as call waiting, voice mail, etc. which would interfere with client calls) and a hold button; the headset must have a mute button, amplifier and noise cancelling microphone
  • Smartphone – will download an app that you will use to login to the system

Skills and Abilities

  • Call Center experience, assisting customers with issues via phone, chat and email.
  • 1(+) year of experience troubleshooting hardware and software.
  • Ability to enable/disable antivirus, firewall and antispyware.
  • Have used tax software in the past or have prepared own taxes; familiar with tax terminology
  • Proven track record solving complex customer problems utilizing deep customer empathy in conjunction with numerical, abstract and verbal reasoning skills.
  • Provide a professional image that instills confidence in our customers.  
  • Agents should have the skills to provide excellent service while looking professional at the same time.

                                                                                                                                                                                                                                                                                        If this looks like the position for you, apply to this job posting immediately! Our dedicated team of recruiters is standing by to respond to you with more information!

Volt is an equal opportunity employer.