• Solutions Oriented, supporting one-call-resolution. • Able to use tools, knowledgebase, and communication skills to effectively research and transmit accurate information with a goal of resolving the Employee’s reason for contact. • Answer questions for both State and Federal returns. • Assist Tax Preparers on how to navigate Jackson Hewitt Proprietary Tax Prep Software through current and prior year system changes. • Assist tax preparers in correction of State and Federal rejects. • Provide knowledge particular to Federal or State code changes such as ACA and the Path Act. • Demonstrate excellent voice quality, inflection and present a professional, courteous, patient demeanor. • Demonstrate the ability to maintain a confident, friendly, and helpful tone in conversation. • Verbally de-escalate and handle difficult Employee situations. • Take ownership in assisting, researching, resolving, or escalating Employee issues. • Able to understand and implement new information and procedures efficiently and professionally. • Able to understand detailed policies and procedures and explain these to the Employee in a manner which is easily understood. • Excellent computer navigation and data entry skills – Agents will utilize multiple systems to access Employee information, research issues, educate and solve the Employee’s reason for contact. • Ability for follow directions and perform the step necessary to resolve the issue. • Ability to work independently and as part of a team. • Ability to learn innovative technology quickly and adapt and tailor solutions to fit the challenge. • Strong Windows 10 experience desired. • Ability to accept and implement Quality and Performance Management Coaching / Feedback. • Will handle and hold secure confidential and sensitive Employee information. • Diligence in accurately documenting Employee records and cases. • May be asked to assist with other program support including email, web chat, co-browse, outbound and other support initiative. Other duties, assignments and specific projects may be assigned at the discretion of executive management.