Product Support Representative

Accountabilities:

• • Provide prompt, professional, and personalized technical support to customers through phone, email, and chat, ensuring a consistently high-quality experience.
  • Build strong working knowledge of the product suite and the tax and accounting industry to confidently guide customers through questions and issues.
  • Troubleshoot software and, where applicable, hardware-related problems using structured methodologies, resolving issues independently or escalating complex cases appropriately.
  • Guide customers through clear, step-by-step solutions and confirm their understanding before closing inquiries.
  • Maintain a customer satisfaction score of 90% or higher while meeting service, productivity, quality, and response-time expectations.
  • Accurately document customer interactions, feedback, complaints, troubleshooting steps, and resolutions in the relevant systems.
  • Manage customer follow-ups alongside new inquiries, ensuring open issues are tracked through to resolution.
  • Collaborate with product development and other internal teams to communicate customer feedback, identify recurring issues, and contribute to product improvements.
  • Stay informed about product updates, technology trends, internal resources, and support procedures to provide accurate and effective assistance.
  • Protect confidential and sensitive customer information by consistently following data security, privacy, and organizational policies.
  • Develop increasing independence through training, mentorship, self-directed learning, and proactive use of available resources.
  • Participate in varying shifts or overtime when required, with availability across Monday–Friday operating hours from 10:30 AM to 7:00 PM.

  Requirements:

  • At least 1 year of experience in a customer-facing role is preferred, ideally within tax, accounting, finance, SaaS, or another technology-focused environment.
  • Proven experience in a technical support or customer support role, with the ability to troubleshoot software and hardware issues using structured problem-solving techniques.
  • High school diploma or equivalent is required; an associate degree, equivalent professional experience, or bachelor’s degree in a relevant field is an advantage.
  • Strong written and verbal communication skills, with the ability to explain technical information clearly and professionally to customers with different levels of technical knowledge.
  • Experience supporting customers through multiple channels, including email, telephone, and live chat, is preferred.
  • Strong organization and time-management skills, with the ability to manage follow-ups, prioritize competing requests, multitask, and meet service expectations.
  • Comfortable using Microsoft Office and customer-support technologies such as Azure and Zendesk; previous SaaS experience is a plus.
  • Demonstrated ability to learn independently, recognize areas for development, use available resources effectively, and ask for assistance when appropriate.
  • High reliability, attention to detail, customer empathy, and a strong commitment to delivering positive customer outcomes.
  • Ability to maintain confidentiality and handle sensitive customer information with integrity.
  • Availability to work the required Monday–Friday schedule, including varying shifts and occasional overtime.
  • This is a fully remote U.S. position. Candidates must be U.S. citizens or Green Card holders; visa sponsorship is not available.

  Benefits:

  • Competitive compensation: Base salary range of approximately $36,800–$68,300 USD, depending on location, experience, skills, and other relevant factors.
  • Performance opportunities: Eligibility for an annual bonus may be available based on individual and organizational performance.
  • Remote flexibility: Fully remote work environment with flexible workplace policies designed to support work-life balance.
  • Work-from-anywhere flexibility: Opportunity to work from anywhere for up to 8 weeks per year, subject to applicable policies.
  • Health and insurance coverage: Comprehensive medical, dental, vision, disability, and life insurance programs.
  • Retirement savings: Competitive 401(k) plan with company matching contributions.
  • Paid time off: Flexible vacation, sick and safe paid time off, paid holidays, and additional company-wide mental health days.
  • Family support: Parental leave, adoption and surrogacy assistance, and other family-oriented benefits.
  • Wellbeing resources: Access to Headspace, Employee Assistance Programs, fitness reimbursement, and resources supporting mental, physical, and financial wellbeing.
  • Professional development: Tuition reimbursement, learning and development programs, and skills-focused growth opportunities.
  • Additional financial benefits: Flexible Spending and Health Savings Accounts, employee incentive programs, and access to an employee stock purchase plan.
  • Community impact: Paid volunteer days and opportunities to participate in pro-bono consulting and environmental, social, and governance initiatives.
  • Growth environment: A culture centered on customer focus, continuous learning, collaboration, innovation, and career development.