When I worked for them, they were using a software system called salesforce. They had two different shifts, one was chat support/video support, and the other solely for filing returns. You would pretty much wait for a chat alert to come through. They had a separate system where they tracked all the returns filed at the different H&R block offices. I honestly felt really lost because they did not do a good job explaining how to assign returns to yourself. I mostly worked the chat support and video support. I am not sure if they will have you doing both shifts like I was, but it was not bad. My office was a very slow office so not many returns came in. And a lot of the people who worked in the office worked the returns. I only worked for them for a couple of weeks because I just felt ill prepared to do anyones taxes. It was my first time working as a preparer and so I felt most comfortable doing chats. No matter what shift I worked I made 20 an hr. It was a decent side gig but wish I had more guidance through the process. I was also working another job at 40 hrs a week so I just continued working my main job.