Product Support Representative

📋 Description

• Provide prompt, professional, personalized technical support via phone, email, and chat.
• Build product knowledge and tax/accounting industry context to guide customers.
• Troubleshoot software and hardware issues using structured methods; escalate when needed.
• Guide customers through clear, step-by-step solutions and confirm understanding.
• Maintain CSAT of 90%+ while meeting service, productivity, quality, and response times.
• Document interactions, feedback, and resolutions in relevant systems.

🎯 Requirements

• 1+ year in a customer-facing role, ideally in tax, accounting, finance, or SaaS.
• Proven experience in technical or customer support with troubleshooting skills.
• High school diploma required; associate/ bachelor’s is a plus.
• Strong written and verbal communication; ability to explain tech clearly.
• Experience supporting via email, phone, and live chat; SaaS a plus.
• Strong organization, time-management; can multitask and meet expectations.

🎁 Benefits

• Competitive compensation; remote-friendly with flexibility.
• Health, dental, vision, disability, life insurance; wellness programs.
• 401(k) with company matching; PTO and holidays; mental health days.
• Parental leave and family support; professional development and tuition reimbursement.
• Volunteer days and opportunities for community impact.