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Tech Support Specialist

2 months ago

Virginia Beach, Virginia, United States JTH Tax , Inc. Full time
**Job Summary**

We are seeking a highly skilled and experienced Tech Support Specialist to join our team at JTH Tax, Inc. as a Tier I Tech Support Agent.

**Key Responsibilities**
  • Provide technical support to our franchisees and corporate-owned locations through various channels, including remote assistance and ticketing system.
  • Supervise staff, detect and analyze trending technical problems, and create and update policies, procedures, and knowledge base databases to ensure high-quality support services.
**Technical Requirements**
  • Install and configure desktops and peripherals.
  • Support software and hardware installations, configuration, and troubleshooting of workgroup networks, broadband ISP connections, and proprietary applications.
  • Analyze customer problems, formulate plans of resolution, and proactively look for ways to improve processes, operations, and the customer experience.
  • Document incidents thoroughly and accurately.
  • Process and communicate customer's personal financial information and identity securely.
**Requirements**
  • Willingness to learn new computer programs and cloud services.
  • Attention to detail.
  • Strong verbal, writing, and troubleshooting skills.
  • High level of customer service and communication skills.
  • Strong hands-on experience and knowledge of Windows 10.
  • Strong hands-on experience and knowledge of workgroups and small office networks.
  • Able to quickly adapt to new workflows and projects.
  • Fluent in English.
**Work Environment**
  • Capable of working from our office.
  • Capable of working remotely using your own device.
  • Capable of making phone calls using your own device.
  • Windows 10 or 11 computer.
  • The ability to run Microsoft Teams and Google Chrome.
  • Stable internet connectivity.
  • Webcam (web conferencing).
  • Headset (web conferencing).
**About JTH Tax, Inc.**

JTH Tax, Inc. is a leading tax preparation service provider with a strong presence in the United States and Canada. We offer a comprehensive range of services, including tax preparation, online tax filing, loans, assistance with audits, and more.

Our mission is to be trusted locally and respected nationally as the best choice for professional tax services. We value our employees and offer a fun, awesome business-casual environment, employee recognitions, and volunteer opportunities.

We are an equal opportunity employer and welcome applications from diverse candidates.