Product Support Specialist

Teleperformance-Turbo Tax • Kutztown University, PA, United States • 1d ago

Gig Description

GigCX Marketplace is partnering with Teleperformance TurboTax, to help millions of people file their taxes smarter each year. A big part of our success comes from our customers’ positive experiences with our dynamic product experts. As the voice of our company, the product expert must possess excellent written and verbal communication skills, a desire to learn, and enthusiasm for delighting customers.

****Program will run from Jan 13th, 2025 to April 15th, 2025. Preference will be given to Service Providers (SP) who can commit and work all 14 weeks of the program****

Experience/Skills

TEAM / LEADERSHIP SKILLS:

You demonstrate a sincere desire for a quality customer experience
You have a team player attitude
You promote a positive work environment
You thrive in a fast-paced environment and handle change well
You have a collaborative approach to problem solving and like sharing feedback
You understand the value of your individual impact on the team and company's success

TECHNICAL / FUNCTIONAL SKILLS:

You have excellent written and verbal communication skills with ability to effortlessly display empathy with customers over the phone
Computer skills:You exhibit an intermediate level of knowledge in the relevant operating systems and software environment
You have experience with software troubleshooting abilities
You know how to modify your communication style to meet customer needs and tone
You possess customer service skills
You are able to simplify and communicate complex ideas to customers
You have the ability to diffuse situations with angry customers
You are comfortable in a training environment that includes watching self-paced training module videos
You are committed to staying up-to-date on changes to the product and changes that occur within tax season to be knowledgeable for our customers via product alerts
You are willing to step-in as needed including answering questions from customers via chat

ANALYTICAL SKILLS:

You are able to research, analyze and determine an appropriate course of action in a variety of situations
You can solve complex problems while exercising good judgment
You have critical thinking and problem solving skills

ORGANIZATIONAL SKILLS:

You demonstrate initiative and the ability to multitask.
You work well under pressure of meeting team productivity goals.
Successful candidates must be willing to meet service level and contact per hour commitments.
You understand and accept schedule adherence in a call center environment
You have excellent time management skills and understand the value of circling back with a customer even just to let them know you are still looking into their issue

KNOWLEDGE / BACKGROUND EXPERIENCE:

You are a High School graduate
Preferably, you have basic knowledge of tax laws and tax concepts
Preferably, you have experience providing support in a call center environment and are comfortable using chat if necessary

BEHAVIORAL COMPETENCIES

You have the ability to adhere to work schedules, as well as the flexibility to work extra shifts when needed.
You are comfortable being on camera with your customers and understand the value of humanizing the interaction
You make customers and their needs a primary focus of your actions; developing and sustaining productive customer relationships
You demonstrate a positive/understanding attitude in the face of difficult or challenging customer interactions
You possess active listening skills and know how to ask probing questions to arrive at answers quicker

Operating Hours

Operating Hours: 8am to midnight EST ; Monday to Sunday
Required Minimum Hours: 30 hours per week
Peak Period:
- April 9th , 10th, 11th, 12th, 13th, 14th: 8am-midnight EST/EDT
- April 15, 2025: 8am-3am EST/EDT
- $5 Turbo Bonus Boost per hour.
  - Applicable to all hours worked from April 9th to 15th.
  - Service Providers (SPs) must meet the required minimum of 30 hours per week.
  - Schedule yourself and work a minimum of 8 hours each day on April 13th, 14th, 15th

*These times may be revised periodically based on business needs

MINIMUM HOURS TO BE WORKED EACH WEEK

You must work a minimum of30hourseach weekon all schedules

Mandatory Requirements

Must reside in the USA
Must have passed background check and pass tech check in order to attend certification.
Must be on camera during certification.
Program will run from Jan 13th, 2025 to April 15th, 2025. Preference will be given to Service Providers (SP) who can commit and work all 14 weeks of the program.
Service Provider (SP) must have the following Hardware Requirements.
- Windows Computer (Mac and Chromebooks are not permitted)
  - Windows 10 or 11
  - AMD or Intel Core Series (I3-I9)
  - At least 8gb of RAM
  - Webcam
  - Wired Mouse
  - USB Headset
  - Wired Internet Connection

Conflict of Interest