Tier I Tech Support Agent (Seasonal)

Liberty Tax Service

Job Title: Tier I Tech Support Agent Seasonal 

Department/Business Unit: 23 

Reports to: Tech Support Manager 

Status: Seasonal 

FLSA Status: Non-Exempt 

Job Summary 

 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. 

Responsibilities/Duties 

• 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.

Qualifications  

• 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.

Education and Experience 

High school diploma or equivalent required. 

Experience in a customer service or technical support role preferred. 

Physical Requirements 

This position primarily involves working in an office setting, interacting with customers and team members via phone, email, or video calls. Occasional light lifting (up to 20 pounds) and extended periods of computer work are required. 

Work Environment  

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is not exposed to weather conditions. 

Support shifts will be scheduled between 8:00 AM and 12:00 Midnight EST during tax season. Shift assignments will be determined based on employee availability and business needs.

Liberty Tax is an equal opportunity employer.