Seasonal Tier 1 Tech Support Specialist

Jth Tax Llc; Virginia Beach (VA); On-site; USD 19,000 - 30,000; Part time

Job summary

Liberty Tax Service in Virginia Beach is seeking a Seasonal Tier I Tech Support Agent to deliver first-line technical support to franchisees, staff, and occasionally customers. You will troubleshoot common issues, document solutions, and escalate complex tickets to Tier 2 when needed.

The ideal candidate has strong communication, customer service focus, and a basic grasp of computing tools. High school diploma required; prior support experience is a plus.

Qualifications

• Communication skills to explain technical issues in simple terms.
• Familiarity with computer systems, common software, and hardware troubleshooting.
• Customer service orientation with ability to handle pressure.
• Good problem-solving and time management.
• 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.
• Escalate complex issues to Tier 2 support or Tech Support Manager.
• 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

Job description

Liberty Tax Service in Virginia Beach is seeking a Seasonal Tier I Tech Support Agent to deliver first-line technical support to franchisees, staff, and occasionally customers. You will troubleshoot common issues, document solutions, and escalate complex tickets to Tier 2 when needed.

The ideal candidate has strong communication, customer service focus, and a basic grasp of computing tools. High school diploma required; prior support experience is a plus.