Remote Customer Service Specialist

Who We Are Sirius Support is a fully-remote outsourcing organization that provides customer support across a variety of technology and customer service functions. Our founders have 40 years of combined experience building and leading teams in various fields across various industries and domains. Our Culture We create and build human connections through technology. We encourage work-life balance for our part- and full-time independent contractors. We are a fun remote family that encourages diversity, inclusivity, and respect. Communication and teamwork are important to us because we rely on each other individually and collectively as one large happy family to produce top-notch results. What makes our talents happy is a caring remote environment with regular talent engagement and development. We are competitive and strive to live by our success mantra: Define, Measure, Analyze, Improve, Control, and Repeat. What We Offer It is an opportunity to work at one of the few truly global, truly remote work organizations, and to learn from highly-skilled people with a focus on developing our talents through coaching and mentoring. Exposure to multi-disciplinary areas and hands-on experience with a variety of work Daily and weekly team and group meetings Regular coaching sessions to help you learn and improve Clear feedback so you always know where you stand Who You Are If you resonate with what you have read so far, this is who we are looking for: You believe in enjoying what you do for work and you are good at your job. You are a committed, adaptable, technology savvy, and self-motivated individual with a good sense of humor. You enjoy working in a fast-paced and people-centric environment that drives high performance and positive behaviors. You enjoy learning as well as sharing knowledge and teaching others. You are proactive and take the initiative for continuous improvements. ABOUT THE ROLE We are scaling Sirius Support's customer care team to support one of America's most trusted tax preparation platforms during the critical 2025-2026 tax season. As a Customer Service Specialist you will deliver exceptional support to millions of taxpayers, helping them navigate questions, resolve issues, and ensure a seamless tax filing experience. This is a work-from-home independent contractor opportunity that offers flexible scheduling, competitive pay, and the chance to be part of a high-performing team during one of the busiest seasons in customer support. You'll gain valuable technical troubleshooting experience while making a meaningful impact on customers during a stressful time of year. Key Responsibilities Customer Support Delivery Provide exceptional customer service via phone with taxpayers using leading tax preparation software Resolve inquiries related to account access, technical issues, product features, billing questions, and general software navigation Troubleshoot technical issues using screen-sharing tools (Smartlook, Glance) to guide customers step-by-step through solutions Quality & Performance Document all customer interactions accurately and follow established workflows to ensure quality first-contact resolutions Meet performance standards including but not limited to customer satisfaction scores (tNPS), issue resolution rates, and quality metrics Maintain flexible availability to support variable customer demand, especially during peak tax filing deadlines Continuous Improvement Participate in ongoing coaching and training sessions to enhance service delivery and technical skills Adapt to evolving customer needs and product updates throughout the tax season Qualifications Basic Requirements: Age: 18 years or older Education: High School Diploma or GED equivalent Work Authorization: Legally authorized to work in the United States Location: Must reside in the United States (all 50 states eligible) Must pass a comprehensive background check Skills: Communication: Excellent verbal and written English communication; professional phone demeanor and empathetic customer engagement Technical Proficiency: Comfortable navigating multiple computer applications simultaneously; strong basic troubleshooting skills Work Environment: Private, quiet workspace with a professional environment suitable for customer interactions Reliability: Dependable schedule adherence, consistent attendance, and ability to work flexible hours including weekends Previous Intuit experience very advantageous Technical Requirements (Non-Negotiable) CRITICAL - ALL TECHNICAL REQUIREMENTS MUST BE MET Device: Windows-based computer only (Mac devices NOT supported) Processor: Minimum 1 GHz dual-core CPU; 7th Gen Intel Core i5 or equivalent required (i7 or higher recommended) Memory: 8 – 12 GB RAM Storage: At least 250 GB of available disk space Network: Hardwired Stable internet connection with a functioning network interface Audio: Ability to process high-quality sound using a USB headset Available Ports: One accessible USB port for a USB headset One accessible USB port for a USB webcam Connectivity: Internet: Minimum 25 Mbps download / 15 Mbps upload, latency Connection Type: Wired Ethernet connection required (Wi-Fi NOT permitted) Browser: Latest version of Chrome (preferred), Edge, or Firefox Preferred Prior customer service or contact center experience Experience with work-from-home/remote customer service roles Previous Intuit experience very advantageous Familiarity with tax preparation software or financial services Strong problem-solving and de-escalation skills Self-motivated with the ability to work independently in a fast-paced environment Key Skills Customer Service | Communication | Problem Solving | Technical Troubleshooting | Multitasking | Empathy | Adaptability Success Metrics Customer Satisfaction (tNPS): Consistently meet or exceed target satisfaction scores First-Contact Resolution: Resolve customer issues efficiently without escalation Quality Assurance: Maintain high scores on call monitoring and interaction reviews Availability & Attendance: Demonstrate reliable schedule adherence, especially during peak periods Continuous Growth: Show improvement through training participation and coaching feedback Why Join Sirius Support Work from home - No commute, comfortable environment, better work-life balance Flexible scheduling - Build your schedule around your life and other commitments Seasonal opportunity - Perfect for those seeking temporary income during tax season Skill development - Gain valuable customer service and technical support experience for your career Supportive team - Dedicated support from Sirius operations, training, and technical teams Future opportunities - High performers may be considered for additional Sirius Support programs and extended contracts Sirius Support is an equal opportunity employer committed to building a diverse and inclusive workforce. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic. Job Types: Full-time, Contract, Seasonal Pay: $15.00 - $18.00 per hour Expected hours: 40 per week Benefits Referral program Work from home Application Question(s) Do you use/own a windows desktop or laptop you can use for work? Do you have a hardwired internet connection? (Ethernet NOT WiFi) Do you have a High school diploma or GED? Do you have the minimum device required specifications for this role? (Minimum 1 GHz dual-core CPU; 7th Gen Intel Core i5 or equivalent required (i7 or higher recommended)) Do you have Intuit experience? Like TurboTax or Quickbooks? Experience Customer support: 3 years (Required) Work Location: Remote #J-18808-Ljbffr Talantir