Technical Support Specialist II

6 days ago


Orlando, Florida, United States CrossLink Professional Tax Solutions Full time

**Job Summary**

CrossLink Professional Tax Solutions is seeking a highly skilled Technical Support Specialist II to join our team. As a Technical Support Specialist II, you will be the main contact for customers to provide technical support and service for our products.

**Key Responsibilities:**

  • Provide technical support and service to customers via various channels, including phone, chat, and email.
  • Assist customers with product questions and resolve issues in a timely and professional manner.
  • Create and manage Jira issues to ensure seamless escalation to other personnel.
  • Monitor Jira issues and escalate to ensure problems are handled efficiently.
  • Analyze customer cases to identify trends and specific customer pain points to drive improvement in service quality and effectiveness.
  • Use professional judgment to resolve problems and provide solutions.
  • Serve as a point of contact for large customers and assist seasonal technical support agents.
  • Drive quality assurance from a technical support team perspective and provide assessment of existing systems.
  • Work effectively in a team environment and perform additional related duties as assigned by management.

**Requirements:**

  • Associates Degree in Computer Science or 3 years of experience.
  • 2 years of software technical support experience in a call center environment, Windows Environment, Network Functions, and Configurations and Software Applications.
  • 2 years of customer service experience.
  • Bi-Lingual (English/Spanish) skills.
  • Basic knowledge of Tax concepts.

**Salary:** $24.00 per hour.



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