Seasonal Tier 1 Tech Support Specialist

Liberty Tax; Virginia Beach (VA); On-site; USD 17,000 - 25,000; Part time

Job summary

Liberty Tax is seeking a Tier 1 Tech Support Agent Seasonal to provide first-level technical assistance to Franchisees and their staff. You will troubleshoot common issues, guide customers remotely, and log details in the ticketing system.

The role emphasizes strong communication, basic computing knowledge, and a proactive approach to resolving inquiries, with seasonal employment and office-based work in Virginia Beach.

Qualifications

• Communication skills: articulate technical issues in simple terms.
• Basic technical knowledge: familiarity with computer systems and common software/hardware.
• Customer service orientation: ability to provide excellent service under pressure.
• Problem-solving: diagnose and resolve basic technical issues.
• Time management: handle multiple tasks efficiently.
• Adaptability: willingness to learn new technologies and processes.

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

Technical knowledge

Customer service orientation

Problem-solving

Time management

Adaptability

Education

High school diploma or equivalent

Job description

Liberty Tax is seeking a Tier 1 Tech Support Agent Seasonal to provide first-level technical assistance to Franchisees and their staff. You will troubleshoot common issues, guide customers remotely, and log details in the ticketing system.

The role emphasizes strong communication, basic computing knowledge, and a proactive approach to resolving inquiries, with seasonal employment and office-based work in Virginia Beach.