Company Overview Workwarp is a fast‑growing technology and service‑delivery platform that partners with industry leaders to bring premium customer experiences to millions of people worldwide. In collaboration with Teleperformance TurboTax , we empower tax‑filers to navigate the complexities of tax season with confidence, precision, and a human touch. Our mission is to simplify the tax filing journey, delivering intuitive product expertise that turns a potentially stressful process into a seamless, empowering experience. As a remote‑first organization, we champion flexibility, continuous learning, and a culture where every team member can thrive from anywhere in the United States. Position Summary We are urgently seeking passionate, customer‑obsessed individuals to join our TurboTax Product Specialist team. This role is a fully remote, full‑time position that runs from January 13, 2025 through April 15, 2025 . Successful candidates will become certified experts in TurboTax software, providing real‑time assistance via phone, chat, and video while delivering an outstanding, empathetic experience to our users. The program includes a competitive salary, a certification bonus, and a performance‑based “Turbo Bonus Boost” during peak tax‑season days. Key Responsibilities Customer Interaction: Serve as the primary point of contact for TurboTax users, delivering accurate, friendly, and empathy‑driven support through phone calls, live chat, and video interactions. Product Expertise: Master TurboTax functionalities and tax‑law updates, staying current with product alerts and seasonal changes to provide knowledgeable guidance. Troubleshooting & Resolution: Diagnose technical issues, guide customers through step‑by‑step solutions, and resolve complex problems while maintaining high first‑call resolution rates. Communication Adaptation: Adjust tone, language, and communication style to match each customer’s needs, ensuring clarity and confidence throughout the interaction. Documentation: Accurately record all customer interactions, solutions, and follow‑up actions in the internal CRM system, contributing to knowledge‑base improvements. Team Collaboration: Share insights, best practices, and feedback with peers and supervisors to continuously enhance the overall service experience. Performance Metrics: Meet or exceed service level agreements (SLAs), average handle time (AHT), and contacts‑per‑hour (CPH) targets while maintaining quality standards. Training Participation: Complete a 20‑hour certification training program, including self‑paced video modules and live assessments, and stay engaged in ongoing learning opportunities. Peak‑Season Support: Work flexible schedules, including evening and weekend shifts, to cover high‑traffic periods from April 9‑15 2025, and earn the $5 per hour Turbo Bonus Boost. Essential Qualifications High school diploma or equivalent; additional post‑secondary education is a plus. Strong verbal and written communication skills, with a proven ability to convey empathy and professionalism over the phone and video. Reliable high‑speed wired internet connection and a Windows‑based computer meeting the hardware specifications (Windows 10/11, Intel/AMD i3‑i9, 8 GB RAM, webcam, wired mouse, USB headset). U.S. residency and eligibility to pass background and technical checks. Availability to work a minimum of 30 hours per week, with at least 8 hours per day during the designated peak dates (April 13‑15). Ability to remain composed and solution‑focused when handling upset or angry customers. Demonstrated aptitude for multitasking, time management, and adhering to schedule commitments in a call‑center environment. Preferred Qualifications & Experience Prior experience in a call‑center or customer‑service role, especially in tech or financial services. Basic knowledge of U.S. tax laws, filing requirements, and common tax‑season challenges. Familiarity with remote collaboration tools, CRM platforms, and ticketing systems. Experience with live chat support and the ability to type accurately while conversing. Proven track record of meeting or surpassing productivity and quality metrics. Core Skills & Competencies Analytical Thinking: Ability to research, interpret, and determine appropriate actions for a wide range of tax‑related queries. Problem Solving: Skillful at diagnosing technical problems, applying logical reasoning, and delivering clear solutions. Empathy & Active Listening: Demonstrates genuine concern for the customer, asks probing questions, and confirms understanding before offering advice. Adaptability: Thrives in a fast‑changing environment, comfortably handling schedule adjustments, new product updates, and fluctuating call volumes. Team Orientation: Collaborative mindset that values shared success, constructive feedback, and continuous improvement. Technical Proficiency: Comfortable navigating operating systems, software applications, and basic troubleshooting procedures.