Tax Preparation Support Representative

Job Description

Job Description

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 Employees 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 Employees 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 :

Work at home requirements :

Perks :

This is a remote position.