Tax Preparation Support Representative

The Tax Preparation Support Representative position is responsible for providing a world class experience to Jackson Hewitt Franchise offices and corporate employees by answering Federal and State Tax questions from Tax Preparers in the field as well as, Technical Calls or Chats related to Software, Products, Password issues in a Work at Home Contact Center environment.

Must have 2 years of tax preparation experience. This is a seasonal position from 12 / 1 / 2025 - 4 / 30 / 2026, based on business needs. We are looking for full-time; however, we will consider part-time availability as well.

What you'll do here :

Solutions Oriented, supporting one-call-resolution. Able to use tools, knowledgebase, and communication skills to effectively research and transmit accurate information with a goal of resolving the Employee’s reason for contact.

Answer questions for both State and Federal returns.

Assist Tax Preparers on how to navigate Jackson Hewitt Proprietary Tax Prep Software through current and prior year system changes.

Assist tax preparers in correction of State and Federal rejects.

Provide knowledge particular to Federal or State code changes such as ACA and the Path Act.

Demonstrate excellent voice quality, inflection and present a professional, courteous, patient demeanor.

Demonstrate the ability to maintain a confident, friendly, and helpful tone in conversation.

Verbally de-escalate and handle difficult Employee situations.

Take ownership in assisting, researching, resolving, or escalating Employee issues.

Able to understand and implement new information and procedures efficiently and professionally.

Able to understand detailed policies and procedures and explain these to the Employee in a manner which is easily understood.

Excellent computer navigation and data entry skills – Agents will utilize multiple systems to access

Employee information, research issues, educate and solve the Employee’s reason for contact.

Ability for follow directions and perform the step necessary to resolve the issue.

Ability to work independently and as part of a team.

Ability to learn innovative technology quickly and adapt and tailor solutions to fit the challenge.

Strong Windows 10 experience desired.

Ability to accept and implement Quality and Performance Management Coaching / Feedback.

Will handle and hold secure confidential and sensitive Employee information.

Diligence in accurately documenting Employee records and cases.

May be asked to assist with other program support including email, web chat, co-browse, outbound and other support initiative.

Other duties, assignments and specific projects may be assigned at the discretion of executive management.

Skills you'll bring for success :

High School Diploma or GED required.

Minimum of 2 years of relevant Tax Prep Experience

Proficiency in Profiler preferred.

Proficiency in Microsoft Office, Contact Center applications, quality monitoring tools and applications, center reporting tools and technologies.

Must demonstrate excellent voice quality, inflection and present a professional, courteous, patient demeanor and the ability to maintain a confident, friendly, and helpful tone in conversation.

Bilingual Spanish a plus.

Excellent computer navigation and data entry skills

Proficiency with learning new technology and system applications.

Work at home requirements :

Windows 10 / 11 PC with minimum of 8 gigs of Ram and Google Chrome as main browser

Wired or Wireless Network speed at or above 20 mbps

A quiet room with no background noise or possibility of audible interruptions

Dual ear USB Headset with microphone and noise cancelling function

Multiple monitors

Perks :

Flexible Schedule Options – Work that works for you!

Free Life Insurance

Work Lotto (Win money for logged shifts)

Low-cost benefits (healthcare, dental & vision)

Teladoc (Unlimited Teladoc sessions for you and your whole household for $18 per month)

Free identify theft protection

Corporate discount program

Free tax preparation training

Referral bonus opportunities available for referring qualified candidates

Free continuing tax education

Enrolled Agent materials and testing reimbursement

Medical & Prescription benefit option (eligible to participate after working 1,560 hours annually)

401k with Company Match (eligible to participate after working the first 1,000 hours)

Plus, you'll work in an innovative culture with an open and collaborative environment, and opportunities for advancement within the organization

This is a remote position.

PTIN Certification : Yes

Thank you for your interest in Jackson Hewitt Inc., Jackson Hewitt Technology Services, LLC, Tax Services of America, Inc., or any of its or their subsidiaries, affiliates, or related entities (collectively herein, “Jackson Hewitt” or the “Company,” but excluding independently owned and operated franchise locations). The Company is an equal employment opportunity employer and does not tolerate discrimination against or harassment of any applicant or employee on the basis of race, color, sex, religion, national origin, age, disability, or any other status protected by applicable federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

CANDIDATE ACKNOWLEDGEMENT :

Tax Preparer Applicants : I understand, as a condition of employment, I must be able to obtain a Preparer Tax Identification Number (PTIN) and the IRS will conduct their own background investigation.

I certify that all answers given in connection with my application(s) for employment with Jackson Hewitt Inc. and / or its wholly owned subsidiary Tax Services of America, Inc. (collectively, the “Company”) are true and complete to the best of my knowledge. I understand that a false statement, false answer, misrepresentation or omission may result in a decision not to hire me, the withdrawal of an offer of employment, or the termination of my employment with the Company, regardless of when the false or misleading information or omission is discovered.

I understand that the completion of this application is a preliminary step to employment. It does not obligate the Company to offer employment to me, or for me to accept employment. This application is considered active for a period of time not to exceed (30) days. I understand that a Company representative may contact me during the application process.

By providing my phone number, I consent to receive automated telephone calls and / or text messages from Jackson Hewitt and its agents regarding Jackson Hewitt employment opportunities. Message and data rates may apply. Text STOP to opt-out.

By submitting an application, I certify, agree, and confirm my review and understanding, as set forth in the “Candidate Acknowledgment” set forth on the job posting.