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Remote Technical Support Specialist

May 22, 2026

Description

Job Description: Product Support Associate Contractor

About the Role As a Product Support Associate Contractor, you will have a direct impact on customer satisfaction by providing timely, professional, and courteous technical assistance supporting our GoSystem Tax RS and ONESOURCE Income Tax software. You will handle customer inquiries via phone and/or chat, focusing on efficient inquiry resolution and ensuring all necessary actions are taken to resolve issues. You will advocate for our customers, deliver high-quality support, and collaborate with internal teams to contribute to ongoing product improvements.

Key Responsibilities

Respond promptly and professionally to customer inquiries via phone and/or chat, delivering exceptional technical support.
Troubleshoot and resolve technical issues related to software, escalating complex issues as needed.
Guide clients through step-by-step solutions, ensuring clear communication and customer understanding.
Document customer interactions, comments, complaints, and actions taken with accuracy and attention to detail.
Follow up with customers to ensure resolution and satisfaction.
Collaborate with product development and other internal teams to communicate customer feedback, identify recurring issues, and support product improvements.
Efficiently utilize internal resources and demonstrate strong time management to meet departmental goals.
Stay current with technological trends and updates to provide accurate and effective support.
Participate in training and deliver on-demand coaching to enhance technical and customer service skills.
Adhere to all company policies and procedures, including data security and privacy guidelines.
Ensure adherence to departmental processes and procedures and assist with other tasks as assigned.

Work Schedule

Availability to work varying shifts and/or overtime as needed.

Non-Peak Season (July-August):

o Open Monday-Friday from 8am-8pm ET.

o 8-hour shifts with 1 hour lunch; can start as early as 8am ET or as late as 11am ET

Peak Season (September-October):

o Open Monday-Friday from 8am-10pm ET as well as being open until midnight on the 2 major deadlines of the fall.

o Open most Saturdays & some Sundays from 9am-6pm ET.

About You

Demonstrated experience in a technical support or customer care role (tax, IT Help Desk, or related technical support experience is a plus).
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Strong problem-solving, analytical, and critical thinking abilities.
Exceptional customer service skills, including patience, empathy, and professionalism.
Knowledge of computer software, operating systems, and common applications.
Proficiency in help desk software and remote support tools.
Ability to work independently and as part of a collaborative team.
Strong organizational and time management skills, with attention to detail.
Flexible and adaptable to changing work environments and technologies.
Commitment to continuous learning and self-improvement.
High work ethic, reliability, and efficiency.
Growth mindset, willingness to embrace change, and customer focus.
Stable internet connection with the ability to use a wired connection if required.
Utilization of all equipment provided for maximum efficiency (laptop, monitors, docking station, mouse, keyboard).

Required Qualifications

High school diploma or equivalent required; associate degree or equivalent workforce experience preferred. Bachelor's degree in a related field is a plus.
Proven experience in a technical support role within a customer-focused environment.
Demonstrated knowledge of troubleshooting methodologies for software and hardware.
Ability to maintain confidentiality and handle sensitive customer information with integrity.
Progression to production may be contingent on successful completion of training.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

The pay range that the employer in good faith reasonably expects to pay for this position is $25-$29.94/hr USD.

Pay: $29.94 per hour

Application Question(s):

The role is expected to start on 13th July 2026 and will end on 16th October 2026, would you be fine with that?

Experience:

Call center: 2 years (Required)
Product Support: 3 years (Required)
Technical support: 3 years (Required)
Onesource/Gosystems: 1 year (Preferred)
troubleshooting: 3 years (Required)
Tax: 2 years (Required)
Help desk: 2 years (Required)

Work Location: Remote

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...