Seasonal Tier I Tech Support Pro

JTH Tax LLC; Hurst (TX); On-site; USD 21,000 - 30,000; Full time

Job summary

Liberty Tax Service in Hurst, TX is seeking a Tier I Tech Support Agent (Seasonal) to provide first-level technical support to Franchisees, staff, and occasionally customers. You will troubleshoot basic issues, log tickets, and escalate complex problems to Tier 2.

The ideal candidate has strong communication, a customer-service mindset, and a willingness to learn new technologies. A high school diploma is required; prior helpdesk experience is a plus.

Qualifications

• High school diploma or equivalent required.
• Experience in a customer service or technical support role preferred.
• Ability to communicate technical issues in simple terms.
• 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

Tech basics

Customer service

Problem solving

Time management

Adaptability

Education

High school diploma

Tools

Ticketing system

Video calls

Job description

Liberty Tax Service in Hurst, TX is seeking a Tier I Tech Support Agent (Seasonal) to provide first-level technical support to Franchisees, staff, and occasionally customers. You will troubleshoot basic issues, log tickets, and escalate complex problems to Tier 2.

The ideal candidate has strong communication, a customer-service mindset, and a willingness to learn new technologies. A high school diploma is required; prior helpdesk experience is a plus.