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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 with the ability to effectively diagnose and resolve technical inquiries while maintaining positive relationships. Proficient in both Spanish and English, with excellent verbal communication and critical thinking abilities.
Highest-signal resume keywords
Bilingual Communication (Spanish and English)Customer Service ExperienceTechnical Support ProficiencyData Entry SkillsActive Listening
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 EntryProblem DiagnosisTroubleshootingCustomer Interaction Documentation
Soft Skills
EmpathyRapport BuildingVerbal CommunicationCritical ThinkingProfessional Phone Presence
Tools & Technologies
Computer ApplicationsCall Center Software
Industry Keywords
Customer ServiceCall Center EnvironmentSoftware SupportTelemarketingRetail Background
About the role
Key responsibilities & impact- Support Drake Software by delivering tools and services tax professionals rely on to grow their businesses and serve their 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 users 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 customers receive 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- Must be fluent in both Spanish and English
- High School diploma or general education degree (GED)
- 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 and accurate data entry skills required
- Prior experience in telemarketing, retail background or customer relations preferred
- Strong customer service skills required
- 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 required
- Must have (or be willing to obtain) a private, dedicated hardwired internet connection
Benefits
Comp & perks- Supportive, open, and inclusive atmosphere
- Equal opportunity employment
- Disability assistance and accommodation available during the hiring process