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Job Details

2020-16938 -

Bilingual Tax Support Specialist (Contract) / Spécialiste du soutien fiscal bilingue

Location(s): Remote
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Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.

Overview

If you’re a highly motivated individual with a business background and excellent communication skills, we need you to help our customers complete their taxes using TurboTax. You’ll advance our goal of “Powering Prosperity Around the World” by providing expert guidance and explanations of tax and technical terms to our customers. You’ll also play an important role in our effort to enhance our brand by delighting our customers and empowering them to prepare their taxes.

Si vous êtes une personne très motivée avec de l’expérience en affaires et d’excellentes compétences en communication, nous avons besoin de vous pour aider nos clients à remplir leurs déclarations de revenus en utilisant TurboImpôt. Vous ferez progresser notre objectif de « favoriser la prospérité dans le monde » en fournissant à nos clients des conseils d'experts et des explications sur les conditions fiscales et techniques. Vous jouerez également un rôle important dans nos efforts pour améliorer notre marque en ravissant nos clients et en leur donnant les moyens de préparer leurs impôts.

What you'll bring

Essential Skills:

  • College degree a plus. The ideal candidate will have a background in business, finance, accounting, or tax
  • Excellent communication skills - Able to explain complex topics both in writing and speech
  • Critical thinking and problem solving
  • Persistence and determination
  • Willingness to utilize audio/visual tools to communicate with customers
  • Strong customer service skills with ability to empathize and instill confidence
  • Basic knowledge of tax laws and tax concepts
  • Some experience preparing federal, provincial and Quebec returns for individuals approximately 50 returns yearly (T1).
  • Some experience providing support in a call center environment a plus (WFH or on site).
  • Internship with a tax preparation firm a plus.
  • Experience and comfort in using computers for various tasks.
  • Bilingual (English/French) communication skills (written and spoken) a plus.

 

Compétences essentielles :

  • • Diplôme universitaire un avantage. Le candidat idéal aura une formation en affaires, en finance, en comptabilité ou en fiscalité
  • • Excellentes compétences en communication - Capable d'expliquer des sujets complexes à la fois à l'écrit et verbal
  • • Pensée critique et résolution de problèmes
  • • Persévérance et détermination
  • • Volonté d'utiliser des outils audio / visuels pour communiquer avec les clients
  • • Solides compétences en service à la clientèle avec capacité d'empathie et de confiance
  • • Connaissance de base des lois fiscales et des concepts fiscaux
  • • Une certaine expérience de la préparation des déclarations fédérales, provinciales et québécoises pour les particuliers environ 50 déclarations par an (T1).
  • • Une certaine expérience de l'assistance dans un environnement de centre d'appels (WFH ou sur site).
  • • Stage dans un cabinet de préparation de déclarations de revenus un plus.
  • • Expérience et confort d'utilisation des ordinateurs pour diverses tâches. 
  • Compétences en communication bilingue (anglais / français) (écrit et parlé) un avantage.

How you will lead

  • This is a year round customer facing position providing Tax Support to TurboTax front-line agents and customers.
  • Will help support agents who are working with customers on their tax return with both product/software inquiries, as well as with tax questions and calculations.
  • Will apply defined practices, procedures and company policies to troubleshoot and resolve product and tax support investigations.
  • A key part of the Voice of Customer loop, critical in identifying and communicating customer pain points to the business.
  • Will also interact directly with customers utilizing strong written and verbal skills as well as deep customer empathy to resolve their issues.

 

Typical Deliverables:

 

  • High quality customer interactions and experiences with a focus on creating “Net Promoters”.
  • Application of defined practices, procedures and company policies to troubleshoot, resolve issues and address routine Tax Support customer questions.
  • Exhibits a high level of acumen in the relevant computers, operating systems and software environment.
  • Actively contributes to the knowledge base content by linking, flagging and recommending updates.
  • Utilize and leverage government websites and toolkits to seek out and deliver the right answer to the agents and customers.
  • Document customer interactions and properly escalate issues that do not have a known resolution.
  • Represent the TurboTax brand and spirit by demonstrating empathy for the customer, empowering and partnering with the customer, personalizing the experience, and providing them the confidence that they can do their own taxes.

 Responsabilités :

  •  Il s'agit d'un poste en contact avec les clients toute l'année offrant un soutien fiscal aux agents de première ligne et aux clients de TurboImpôt.
  • Aider les agents de support qui travaillent avec les clients sur leur déclaration de revenus à la fois pour les demandes de produits / logiciels, ainsi que pour les questions et les calculs fiscaux.
  •  Appliquer des pratiques, des procédures et des politiques d'entreprise définies pour dépanner et résoudre les enquêtes sur les produits et l'assistance fiscale.
  • Un élément clé de la boucle de la voix du client, essentiel pour identifier et communiquer les points faibles des clients à l'entreprise.
  • Il s'agit d'un poste en contact avec les clients toute l'année offrant un soutien fiscal aux agents de première ligne et aux clients de TurboImpôt.
  •  Aider les agents de support qui travaillent avec les clients sur leur déclaration de revenus à la fois pour les demandes de produits / logiciels, ainsi que pour les questions et les calculs fiscaux.
  • Appliquer des pratiques, des procédures et des politiques d'entreprise définies pour dépanner et résoudre les enquêtes sur les produits et l'assistance fiscale.
  • Un élément clé de la boucle de la voix du client, essentiel pour identifier et communiquer les points faibles des clients à l'entreprise.
  • Interagir également directement avec les clients en utilisant de solides compétences écrites et verbales ainsi qu'une profonde empathie du client pour résoudre leurs problèmes.

 

Livrables typiques :

  • Interactions et expériences client de haute qualité avec un accent sur la création de « Net Promoters».
  • Application de pratiques, procédures et politiques d'entreprise définies pour dépanner, résoudre les problèmes et répondre aux questions courantes des clients de l'assistance fiscale.
  • Faire preuve d'un haut niveau de perspicacité dans les ordinateurs, les systèmes d'exploitation et l'environnement logiciel concernés.
  • Contribuer activement au contenu de la base de connaissances en établissant des liens, en signalant et en recommandant des mises à jour.
  • Utiliser et tirer parti des sites Web et des boîtes à outils du gouvernement pour rechercher et fournir la bonne réponse aux agents et aux clients.
  • Documenter les interactions avec les clients et faire réviser correctement les problèmes qui n'ont pas de résolution connue.
  • Représenter la marque et l'esprit TurboImpôt en faisant preuve d'empathie pour le client, en renforçant le pouvoir et en s'associant avec le client, en personnalisant l'expérience et en lui donnant l'assurance qu'il peut faire ses propres impôts.
  • Interagir également directement avec les clients en utilisant de solides compétences écrites et verbales ainsi qu'une profonde empathie du client pour résoudre leurs problèmes.

 

 

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