Technical Support Specialist II

Overview

Technical Support II assists all levels of support within the technical support department. The primary responsibility is to be the main contact for customers to provide technical support and service for CrossLink products.

Essential Responsibilities:

· To receive inbound telephone calls, chat messages, and emails from customers on product questions.

· To provide customers with a user-friendly explanation and follow-ups developing relationships, assurance, and confidence.

· Create Jira Issues and ensure issues are fully documented to allow for a seamless escalation to other personnel.

· Monitor Jira Issues and escalate to ensure problems are handled as expeditiously as possible.

· Analyze customer cases to identify trends and specific customer pain points to drive improvement in service quality and effectiveness.

· User professional judgement to resolve problems.

· Serve as a point of contact for large customers.

· Assist seasonal technical support agent and resolve/report problems.

· Owning and driving various aspects of quality assurance from a technical support team perspective.

· Provide assessment of existing systems and recommend improvement.

· Work effectively either solo or in a team.

· Performs additional related duties as assigned by management.

· Must have excellent communication skills (verbal and written).

· Prepare for and support new products within technical areas.

Preferred Skills:

Associates Degree in Computer Science, or 3 years of experience

2 years software technical support in a call center environment, Windows Environment, Network Functions, and Configurations and Software Applications

2 years Customer Service

Bi-Lingual (English/Spanish)

Basic knowledge of Tax concepts