Tech Support Specialist II—Client Escalations & KB

CrossLink; Lathrop (CA); On-site; USD 32,000 - 35,000; Full time

Job summary

CrossLink is seeking a Technical Support Specialist II to join our CA team in Lathrop. You will be the main contact for clients, delivering technical support and handling escalations while documenting cases in Jira and contributing to knowledge base articles.

The ideal candidate has an associate degree or 2+ years in software tech support, strong customer service skills, and solid Windows/network knowledge. Bilingual English/Spanish is a plus.

Qualifications

• Associate degree in Computer Science or related field OR 2+ years of relevant work experience.
• Minimum 1 year of software technical support experience in a call center environment.
• Working knowledge of Windows environments, network functions and configurations, and software applications.
• Minimum 1 year of customer service experience.
• Excellent verbal and written communication skills.

Responsibilities

• Respond to client inquiries via phone, chat, and email regarding product and technical issues.
• Provide clear explanations and follow-up support to build strong client relationships.
• Create and monitor Jira tickets, ensuring cases are well documented for tracking and escalation.
• Analyze client cases to identify trends and improve service quality.
• Troubleshoot and resolve technical issues using sound judgment.
• Serve as a point of contact for assigned clients.
• Support seasonal Technical Support Agents and assist with escalations.
• Contribute to Knowledge Base (KB) articles and assist with training.
• Provide feedback on system and process improvements.
• Work effectively both independently and within a team.
• Perform additional duties as assigned and participate in ongoing training.

Skills

2+ years customer service experience

1 year software technical support

Windows environments knowledge

Network configurations knowledge

Clear verbal and written communication

Education

Associate degree in Computer Science or related field

Tools

Jira ticketing

Job description

CrossLink is seeking a Technical Support Specialist II to join our CA team in Lathrop. You will be the main contact for clients, delivering technical support and handling escalations while documenting cases in Jira and contributing to knowledge base articles.

The ideal candidate has an associate degree or 2+ years in software tech support, strong customer service skills, and solid Windows/network knowledge. Bilingual English/Spanish is a plus.