Job Overview

You will provide support for North America's one of the most commonly used Income Tax-preparation software.

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Job Description

On a day-to-day basis, our Work-from-Home agents are expected to participate in the following activities:

• Interact with customers via phone and webcam, using one-way screen sharing and focusing on process-related questions, data entry, and navigation.

• Research, analyze and determine an appropriate course of action for customers.

• Be a positive representative for client product; take a caring and empathetic approach to customer interactions.

• Articulate how to use the product accurately and efficiently resolve customer inquiries on the first contact. This includes having a thorough understanding of the client’s suite of products and educating customers on those that best meet their needs.

• Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve advanced technical inquiries.

• Act as a technical resource when assisting customers to resolve problems with devices and equipment.

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Equipment & Services

Computer

• A desktop or a laptop computer​ with Intel Core-i5 or higher processor and Windows 8.1 or Windows 10 Operating System is required.

• If you are planning to use a Mac computer, you will be required to have Bootcamp with Windows 8.1 or Windows 10 Operating System installed.

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Internet

• A reliable hi-speed internet connection is required.

• Your computer must be connected to the Modem / Router via Ethernet cable (also known as a Networking cable or LAN cable).

• Wi-fi internet connection is not permitted.

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Headset

• A good quality USB headset with a microphone and a mute button is required. A noise-cancelling feature is recommended but not required. Normal headsets such as earbuds are not permitted.

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Webcam and Backdrop for chair

• Upon successful completion of your training, you will be provided with a webcam and a backdrop combo absolutely free of cost.

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Please check out our page of suggested equipment.

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Training

• Training will be provided from Monday to Friday as per Eastern Standard Time.

• There will be no training during weekends.

• An instructor with provide training via Live Video Streaming over Internet.

 

Unpaid Training

• Start Date: Monday, November 29, 2021

• End Date: Tuesday, December 21, 2021

 

Training Batch Time

• Morning Batch: 9:00 am - 1:00 pm Eastern Standard Time (4 hours)

• Evening Batch: 6:00 pm - 10:00 pm Eastern Standard Time (4 hours)

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​Training Fee

• One-time Training Fee for current opportunity is $50.00 CAD.

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Servicing

• You must be able to communicate fluently in English.

• Servicing requirement may change in future. Minimum required hours may change in future.

• You will be required to book your working hours about 7 - 10 days before the actual work week.

• Once you book your hours, you are required to work according to your booked schedule.

• You will also have options to release your booked hours or swap it out with fellow agents within acceptable time. Details will be provided during training.

  • Lockdown Period - 48 hours period before the start of the service interval are considered as a lockdown period. Releasing hours during a lockdown period affects Compliance Adherence negatively and may lead to termination of contract.

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Between December 22, 2021 - February 20, 2022

• Service hours are available from Monday to Friday from 9:00 am to 6:00 pm Eastern Standard Time.

• A minimum of 15 hours of servicing is required per week. Out of those 15 hours, a minimum of 1 hour of servicing is required on Mondays.

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Between February 21, 2022 - May 2, 2022

• Service hours are available from Sunday to Saturday from 9:00 am to midnight Eastern Standard Time.

• A minimum of 20 hours of servicing is required per week. Out of those 20 hours, a minimum of 4 hours of servicing is required on a Sunday or a Saturday or a combination of both and a minimum of 2 hours of servicing is required on Monday.

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Between May 3, 2021 - May 13, 2022

• Service hours are available from Monday to Friday from 9:00 am to 6:00 pm Eastern Standard Time.

• A minimum of 15 hours of servicing is required per week. Out of those 15 hours, a minimum of 1 hour of servicing is required on Mondays.

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Dress Code

• You will be required to wear an all-white logo-free collared shirt (buttoned down or polo style) while servicing this program.

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Getting Paid

• You will be paid twice a month at the rate of $14.25 CAD per hour. 

• Your payment will be deposited to your bank account via Interac e-transfer. We will also send your payment receipt (in .pdf format) to your email.

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