Interview preparation plan: Customer support at Turbo tax

Practice questions (20)

1. Tell me about a time you led a team through a crisis.
2. Describe a situation where you convinced someone of an idea.
3. Tell me about a conflict with a colleague/manager and how you resolved it.
4. Tell me about a project where you collaborated with other teams.
5. Describe a difficult decision you had to make quickly.
6. Tell me about when you had to adapt to a major change.
7. Tell me about a mistake you made and what you learned.
8. Describe a time you went above and beyond for a customer.
9. How do you handle stressful situations?
10. Tell me about a time you had to learn something new quickly.
11. Describe how you handle feedback.
12. Tell me about a time you had to work with a difficult customer.
13. How do you motivate yourself and your team?
14. Describe a time when you had to adapt your communication style.
15. Tell me about a time you had to manage competing priorities.
16. Describe a time you had to build rapport quickly.
17. Tell me about a time when you helped a colleague succeed.
18. Describe a time when you had to change your approach based on customer feedback.
19. What would you do if a customer reported a software bug?
20. How do you ensure you stay updated on product features?

Questions to ask the interviewer (8)

• How does TurboTax foster a culture of innovation within the team?
• What are the most important metrics for success in this customer support role?
• Can you describe the dynamics of the customer support team?
• What opportunities for professional development does TurboTax provide?
• What challenges do you foresee for the customer support team in the coming year?
• How does leadership support the customer support team in achieving their goals?
• What is TurboTax's long-term strategy regarding customer service improvements?
• How does TurboTax integrate customer feedback into its product development?

Study topics (8)

• TurboTax Software Navigation

  Study the TurboTax user interface, key features for filing returns, and common navigation paths for entering data, reviewing forms, and e-filing. Practice using free demo versions or tutorials to simulate guiding users. This is essential because the role focuses on helping customers navigate the software to complete their taxes.

• Locating Prior Tax Returns and Amendments

  Learn how users access previous TurboTax returns, import prior-year data, and handle amendments or corrections within the software. Review TurboTax help articles on account access and data retrieval. Critical for the job as customer support primarily involves assisting with finding and managing past returns.

• Customer Service Best Practices for Tech Support

  Study empathetic communication, active listening, issue resolution frameworks, and de-escalation techniques tailored to frustrated tax-season customers. Review examples of handling tech-related inquiries. Vital for delivering sincere assistance via phone, chat, and video while maintaining positive interactions.

• Multi-Tasking and Multi-System Navigation

  Practice switching between multiple applications, screens, and support tools simultaneously while maintaining accuracy. Familiarize with common CRM or ticketing systems used in remote support. Required to handle real-time customer sessions across channels without errors.

• Phone, Chat, and Video Chat Support Skills

  Prepare for clear verbal communication, screen-sharing in video chats, and concise chat responses; practice troubleshooting via these channels. Understand etiquette and tools for remote support with video capability. Directly matches the support channels used for TurboTax customers.

• Basic Tax Concepts and Terminology

  Review fundamental US tax terms like W-2, deductions, credits, and filing statuses without needing deep expertise; use TurboTax glossaries. Helps in understanding customer questions and providing accurate guidance during support.

• Remote Work Setup and Technology Requirements

  Verify compatibility with high-speed internet, webcam, headset, and quiet environment; practice tech scans and basic troubleshooting. Ensures readiness for the @Home role and passing application tech checks.

• Intuit TurboTax Product Features Overview

  Explore TurboTax editions (Free, Deluxe, Premier, Self-Employed), AI-assisted features, and common user pain points from support forums. Builds context for effective software guidance despite no prior tax experience needed.

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