Product Support Associate

Description

Job Description: Product Support Associate Contractor

About the Role As a Product Support Associate Contractor, you will have a direct impact on customer satisfaction by providing timely, professional, and courteous technical assistance supporting our GoSystem Tax RS and ONESOURCE Income Tax software. You will handle customer inquiries via phone and/or chat, focusing on efficient inquiry resolution 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.

Key Responsibilities

• 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 customer understanding.
• 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 (July-August):

o Open Monday-Friday from 8am-8pm ET.

o 8-hour shifts with 1 hour lunch; can start as early as 8am ET or as late as 11am ET

Peak Season (September-October):

o Open Monday-Friday from 8am-10pm ET as well as being open until midnight on the 2 major deadlines of the fall.

o Open most Saturdays & some Sundays from 9am-6pm 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. 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 successful completion of training.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

The pay range that the employer in good faith reasonably expects to pay for this position is $25-$29.94/hr USD.

Pay: $29.94 per hour

Application Question(s):

• The role is expected to start on 13th July 2026 and will end on 16th October 2026, would you be fine with that?

Experience:

• Help desk: 2 years (Preferred)
• Call center: 2 years (Required)
• Product Support: 3 years (Required)
• Technical support: 3 years (Required)
• Onesource/Gosystems: 1 year (Preferred)
• troubleshooting: 3 years (Required)
• Tax: 2 years (Required)

Work Location: Remote