Technical Support Specialist II

3 days ago


Orlando, Florida, United States CrossLink Professional Tax Solutions Full time
Job Title: Technical Support Specialist II

Job Type: Full-time

Description:

We are seeking a highly skilled Technical Support Specialist II to join our team at CrossLink Professional Tax Solutions. As a Technical Support Specialist II, you will be the primary point of contact for customers seeking technical support and service for our CrossLink products.

Key Responsibilities:

  • Provide technical support and service to customers via 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 as necessary to ensure problems are handled efficiently.
  • Analyze customer cases to identify trends and areas for improvement in service quality and effectiveness.
  • Use professional judgment to resolve problems and provide excellent customer service.
  • Serve as a point of contact for large customers and assist seasonal technical support agents.
  • Drive quality assurance initiatives from a technical support team perspective.
  • Assess existing systems and recommend improvements.
  • 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.
  • 2 years of customer service experience.
  • Bi-lingual (English/Spanish) preferred.
  • Basic knowledge of tax concepts.

Salary: $18.94 - $24.00



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