Bilingual Support Ticket Coordinator na Foundation Communities

Company Description: The Tax Help program at Foundation Communities is seeking a team of enthusiastic, motivated individuals who can help us provide high-quality tax return preparation at our tax sites during the 2026 tax filing season. Tax team members make a tremendous impact in the Austin community while gaining meaningful non-profit experience working for a well-respected organization.

Position Description: The Bilingual Support Ticket Coordinator supports the administrative functions of the Drop Off program. This position will work closely with a team of specialists to communicate with taxpayers in English and Spanish, manage a client ticketing system, support the team with interpretation and translation, and assist in other administrative work. The Bilingual Support Ticket Coordinator works a full-time weekday schedule at Prosper Center South at 2900 S I-35 Frontage Rd, Austin, TX 78704.

Temporary Position: Mid-December 2025 – April 2026.

Primary Duties/ Responsibilities 

• Manage the administrative functions of the Drop Off program, which include receiving electronic scans of tax return documents, conducting virtual intake interviews, communicating with sites and clients to remedy missing or incorrect information, providing updates regarding the status of tax returns, and facilitating review and electronic signature of tax documents
• Assist Drop Off Managers to ensure all virtual tax clients are served efficiently and professionally, delivering consistent and high-quality support in Spanish and English
• Maintain organized electronic records in the Drop Off office
• Work closely with a small team of subject matter experts, ensuring a patient and supportive learning environment for clients, volunteers, and team members
• Effectively use client management systems, email, scanning software, Google Drive, and other technology in program operations
  • Protect client confidentiality

• Complete all specified paid training and tax certifications. (No previous experience is required, and support is provided throughout the training period.)

• Learn about our seasonal positions at https://bit.ly/taxseasonjobs

Minimum Requirements

• Strong interpersonal skills
• Written and verbal proficiency in English and Spanish required
• Prior experience working in a fast-paced environment
• Attention to detail, on and off screen
• Proficiency with technology and comfort with computer software, especially support or ticketing systems

Preferred Requirements 

• Experience using client relationship software, customer management systems, or secure client portals
• Interest in tax return preparation or tax law

Physical Requirements 

Requires sitting or standing at a desk for long periods of time indoors.  Eye and hand coordination for viewing of monitor screen along with high volume of keyboard use.

Compensation

$20.00/hour

This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.               

Foundation Communities is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, sexual orientation & gender identity.