Tech Support Specialist II

SUMMARY

The Technical Support Specialist II aids all levels within the Technical Support department. The primary responsibility of this role is to serve as the main point of contact for clients, delivering technical support and service for CrossLink products. This position requires a thorough understanding of Customer Service and Technical Support procedures and policies to ensure that client issues are resolved accurately and in a timely manner. Additional responsibilities include handling and resolving escalations.

PRIMARY RESPONSIBILITIES

• Respond to client inquiries via phone, chat, and email regarding product and technical issues.
• Provide clear explanations and follow-up support to build strong client relationships.
• Create and monitor Jira tickets, ensuring cases are well documented for tracking and escalation.
• Analyze client cases to identify trends and improve service quality.
• Troubleshoot and resolve technical issues using sound judgment.
• Serve as a point of contact for assigned clients.
• Support seasonal Technical Support Agents and assist with escalations.
• Contribute to Knowledge Base (KB) articles and assist with training.
• Provide feedback on system and process improvements.
• Work effectively both independently and within a team.
• Perform additional duties as assigned and participate in ongoing training.

REQUIRED SKILLS

• Associate’s degree in Computer Science or a related field, OR 2+ years of relevant work experience.
• Minimum of 1 year of software technical support experience in a call center environment.
• Working knowledge of Windows environments, network functions and configurations, and software applications.
• Minimum of 1 year of customer service experience.
• Excellent verbal and written communication skills.
• Bilingual (English/Spanish)

BONUS SKILLS

• Basic knowledge of tax concepts
• Previous experience preparing personal/business federal income tax returns

This is an on-site position. We will train qualified applicants.

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