Technical Support Specialist

20 hours ago

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

As a Technical Support Specialist at CrossLink Professional Tax Solutions, you will be the main contact for customers to provide technical support and service for our products. This role requires excellent communication skills, both verbal and written, to develop relationships, assurance, and confidence with our customers.

Key Responsibilities

  • Receive inbound telephone calls, chat messages, and emails from customers on product questions.
  • Provide customers with a user-friendly explanation and follow-ups to resolve problems.
  • 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.
  • Use professional judgement to resolve problems.
  • Serve as a point of contact for large customers.
  • Assist seasonal technical support agents 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.
  • Perform additional related duties as assigned by management.

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.

What We Offer

$24.00 per hour

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