Help Desk Operations Expert

24 hours ago


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

At CrossLink Professional Tax Solutions, we are seeking a highly skilled Technical Support Specialist II to join our team. As a key member of our technical support department, you will provide exceptional technical support and service for our products.

About the Role:

This is an exciting opportunity to join our team and contribute to our mission of delivering high-quality solutions to our customers. You will work closely with our cross-functional teams to identify and implement process improvements, analyze customer feedback, and drive improvement in service quality and effectiveness.

Responsibilities:

  • To receive and respond to customer inquiries via phone, email, and chat.
  • To troubleshoot and resolve technical issues in a timely and effective manner.
  • To create and manage Jira Issues to ensure seamless issue escalation and resolution.
  • To work collaboratively with cross-functional teams to identify and implement process improvements.
  • To analyze customer feedback and use it to drive improvement in service quality and effectiveness.

Requirements:

  • 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

Estimated Salary: $45,000 - $55,000 per year.



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