Seasonal Tech Support Associate (Tier I)

Liberty Tax, Inc.; Hurst (TX); On-site; USD 19,000 - 25,000; Full time

Job summary

Liberty Tax, Inc. is seeking a Tier 1 Tech Support Agent (Seasonal) to provide first-level technical support to franchisees, staff, and occasionally customers. You will troubleshoot common issues, escalate complex problems, and ensure inquiries are resolved promptly and professionally.

The role emphasizes strong communication, customer service orientation, and a basic understanding of computing tools. Typical duties include handling tickets, creating knowledge base articles, and collaborating

Qualifications

• Clear communication of technical issues to non-technical users.
• Familiarity with computer systems, software, and hardware basics.
• Customer service oriented with ability to handle pressure.

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.

Skills

Communication skills

Basic technical knowledge

Customer service orientation

Problem-solving

Time management

Adaptability

Education

High school diploma or equivalent

Tools

Ticketing system

Job description

Liberty Tax, Inc. is seeking a Tier 1 Tech Support Agent (Seasonal) to provide first-level technical support to franchisees, staff, and occasionally customers. You will troubleshoot common issues, escalate complex problems, and ensure inquiries are resolved promptly and professionally.

The role emphasizes strong communication, customer service orientation, and a basic understanding of computing tools. Typical duties include handling tickets, creating knowledge base articles, and collaborating