Bilingual WAH Customer Support Specialist

Company Overview

Join us on our mission to elevate customer experiences for people around the world.  As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

In this role, you will assist customers by actively listening to understand their needs, answering their questions, and providing support for purchased self-service software for tax preparation services. You will also manage a high volume of incoming calls while navigating multiple systems.

Job Requirements:

• Provide support via phone and chat to assist customers with software-related inquiries.

• Send out download links and guide customers through the installation process.

• Cancel auto-renewal subscriptions upon customer request.

• Assist customers with e-file status and rejection status inquiries.

• Handle issues related to third-party purchases and WDIE (What-Do-I-Enter) questions.

• Troubleshoot installation and printing issues.

• Help customers resolve accurate review errors.

• Maintain detailed and accurate records of customer interactions.

• Collaborate with the technical team to resolve complex issues.

• Ensure a high level of customer satisfaction through excellent service.

Qualifications:

• Ability to pass a drug screen and background check

• A dedicated area to work from in your home

• Internet speed requirement of 20 Mb/s for download speeds and 5 Mb/s for upload speeds (Wireless access is not permitted)

• Demonstrated passion for excellence concerning treating and caring for customers, especially senior citizens

• Strong decision-making and analytical abilities

• Ability to identify customer needs and articulate products and services

• Schedule flexibility to include weekends, evenings, possible holidays, and occasional overtime

• Highly developed sense of integrity and commitment to customer satisfaction

• Meet all attendance and dependability requirements

• Be a team player
   

Work at Home Set-Up Requirements

Standard Connect and Speed
Wired Ethernet connection 25 Mb/s download, 10 Mb/s upload (wireless is not permitted)
*Some programs may require higher speeds.
 

Monitor

• (2) 21” monitor(s). You will supply one and Everise will provide one.

• Hard-wired Broadband Internet Service via DSL, Cable, or Fiber OpticThe use of wireless connections to access Everise Work at Home systems at any time is prohibited, even if the connection is encrypted.

• Additionally, Satellite, Microwave, and Cellular Hotspot Internet Services are not permitted or accepted.
   

Headset
Employee to provide one of the following headsets is required:

• Plantronics 3320 Blackwire

• Plantronics 3220 Blackwire

• Plantronics 5220 Blackwire

• Plantronics EncorePro 520 + DA80 USB Plug Adapter
   

To be supplied by Everise:

• Keyboard

• Mouse

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.