Tier I Tech Support Agent (Seasonal)

JTH Tax LLC • Hurst, TX

128d

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

• Ability to communicate technical issues in simple terms.
• Familiarity with computer systems, common software, and hardware troubleshooting.
• Demonstrated ability to provide excellent service under pressure.
• Capable of diagnosing and solving basic technical issues.
• Ability to handle multiple tasks efficiently.
• Willingness to learn new technologies and processes.

Nice To Haves

• 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.

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 251-500 employees