Work from home job | MPower Solutions Inc.

Customer Service Representative

Job Overview

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

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.

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.

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.

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.

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.

Please check out our page of suggested equipment.

Training

Unpaid Training

Training Batch Time

Training Fee

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.

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.

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.

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.

Dress Code

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

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.