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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills and the ability to effectively diagnose and resolve technical inquiries. Proficient in maintaining accurate documentation and fostering positive relationships with clients through empathetic communication.
Highest-signal resume keywords
Customer Service SkillsTechnical Support ExperienceVerbal Communication SkillsData Entry SkillsProblem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportData EntryTroubleshootingDiagnostic ProceduresCall Center Experience
Soft Skills
EmpathyActive ListeningRapport BuildingClear ArticulationProfessional Phone Presence
Tools & Technologies
Computer Applications
Industry Keywords
Customer RelationsCall Center EnvironmentTelemarketingRetail Background
About the role
Key responsibilities & impact- Support Drake Software in delivering tools and services used by tax professionals to grow their businesses and serve clients
- Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone, email, and live chat
- Interview end users to determine root causes and guide them through troubleshooting and diagnostic procedures
- Handle problem recognition, research, isolation, resolution, and follow-up for most user problems
- Partner with designated staff on more complex problems to ensure appropriate advanced support
- Accurately document and track customer interactions and resolutions
- Follow up promptly on unresolved problems
- Maximize positive relationships and customer experience through exceptional, empathetic service
- Adhere to established best practices, procedures, scripts, and management direction
- Maintain reliable attendance and adherence to scheduled shifts
Requirements
What you’ll need- High School diploma or general education degree (GED); or related experience and/or training; or equivalent combination of education and experience required
- At least 1 year of experience in a customer service role within a call center environment, preferably providing software support
- Proficiency with essential computer applications
- Accurate data entry skills
- Prior experience in telemarketing, retail background or customer relations preferred
- Strong customer service skills
- Ability to build rapport and demonstrate empathy with customers through friendly, courteous and helpful interactions
- Excellent verbal communication skills, including clear articulation, a professional phone presence, and active listening
- Strong reading comprehension and critical thinking skills
- Consistent, reliable attendance and adherence to scheduled shifts
Benefits
Comp & perks- Seasonal position lasting from November until April
- Supportive, open, and inclusive atmosphere
- Equal employment opportunity environment
- Disability assistance or accommodation available during the hiring process