Tier I Tech Support Agent (Seasonal)

Liberty Tax Service•Virginia Beach, VA

33d

About The Position

The Tier 1 Technical Support Representative is responsible for providing first-level technical support to Franchisees, their staff, and in some occasions, their customers. This position involves troubleshooting common technical issues, escalating more complex problems to higher-level support, and ensuring that all customer inquiries are resolved efficiently and professionally. The ideal candidate will exhibit strong communication skills, customer service orientation, and a basic understanding of computing tools.

Requirements

Communication Skills: Ability to communicate technical issues in simple terms.
Basic Technical Knowledge: Familiarity with computer systems, common software, and hardware troubleshooting.
Customer Service Orientation: Demonstrated ability to provide excellent service under pressure.
Problem-Solving: Capable of diagnosing and solving basic technical issues.
Time Management: Ability to handle multiple tasks efficiently.
Adaptability: Willingness to learn new technologies and processes.
High school diploma or equivalent required.
Experience in a customer service or technical support role preferred.

Responsibilities

Respond to customer support requests via phone, email, or ticketing system.
Diagnose basic technical issues and provide solutions to customers.
Escalate complex issues to Tier 2 support or the Tech Support Manager when necessary.
Maintain and update support tickets in the ticketing system.
Provide customers with step-by-step guidance to resolve common technical issues.
Create and maintain knowledge base articles for recurring issues.
Deliver excellent customer service by addressing inquiries with professionalism and care.
Collaborate with team members and managers to improve service quality.

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