Be the steady, knowledgeable voice tax pros rely on when deadlines are tight and the software has to work right now. If you have real Drake Software experience and can troubleshoot fast while keeping customers calm, this role puts your expertise to work immediately.
About Taxwell
Taxwell helps everyday Americans get every tax advantage they deserve by helping uncover credits and deductions and guiding customers to maximize refunds. Taxwell’s digital tax filing platform includes Drake Software and TaxAct, combining trusted tax technology with strong customer support. Drake Software serves tax professionals with comprehensive tools to prepare and e-file returns efficiently and grow their businesses.
Schedule
- Full-time
- Remote (All States)
- Seasonal support role focused on Drake Software clients
What You’ll Do
- Diagnose, troubleshoot, and resolve inquiries from tax professionals via phone with prompt, accurate solutions
- Interview end users to gather details and guide them through troubleshooting steps to reach resolution
- Identify, research, isolate, and resolve most user issues independently, partnering with designated staff for advanced support when needed
- Document and track customer interactions and resolutions accurately, and follow up on unresolved issues in a timely manner
- Deliver exceptional, empathetic service to strengthen customer relationships and experience
- Follow established best practices, procedures, scripts, and manager direction
- Maintain reliable attendance and adhere to assigned schedules for all shifts
What You Need
- Minimum 3 years of prior experience using Drake Software with strong product navigation and utilization skills
- Strong customer service skills and ability to build rapport and show empathy
- Basic computer and keyboarding skills
- Strong verbal and written communication skills, including good grammar, active listening, and clear voice/diction
- Strong reading comprehension and critical thinking skills
- Dependability, professionalism, and commitment to meeting or exceeding customer expectations
- Attention to detail and accuracy, with ability to follow directions and support users with varying skill levels
Benefits
- Remote work (all states)
- Supportive, inclusive team environment
- Opportunity to contribute to a trusted tax software platform used by thousands of tax professionals
Tax season is pressure-cooker work, and they’re looking for people who can handle the heat and still be kind. If you’ve got the Drake experience, apply now and put it to work.
Bring your Drake know-how, your calm voice, and your problem-solving brain—this is where you help the helpers.
Happy Hunting,
~Two Chicks…