Job Title: Technical Support Specialist Job Location: Lathrop California 95330 Onsite Requirements: Excellent verbal communication skills in person and on the phone Basic understanding of computer hardware and networks Ability to think independently and solve problems while exercising good judgment Job Description: The Technical Support Specialist works in an inbound call center and assists clients with the use of tax software and related products by providing help desk support and problem resolution for the customer. Listens and responds appropriately in all customer interactions by displaying a positive attitude and tone. Uses common courtesy and discretion to maintain customer loyalty. Advanced computer skills are required. Primary Responsibilities: Field incoming help requests from end users via telephone, chat, and tickets in a professional manner. Assist with on boarding of new users and provide help desk support to resolve problems to the customer's satisfaction Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications. Track and document the help desk request problem-solving process, including all successful, or unsuccessful decisions, and actions taken through to the final resolution. Test fixes to ensure problems are adequately resolved. Access software updates, drivers, knowledge bases, and various resources locally and on the internet to aid in problem resolution. Understand and identify appropriate software and hardware used and supported by the organization. Consistent use of privacy and security guidelines in modifying customer account information and sensitive data. Perform other related duties assigned by the technical support manager Knowledge And Skill Requirements: Basic understanding of computer hardware and networks Ability to download products / applications using various browsers (Edge, Chrome, etc.) Ability to think independently and solve problems while exercising good judgment Excellent verbal communication skills in person and on the phone Strong multi-tasking capabilities and ability to present technical information Experience with software maintenance and testing Ability and desire to work in a team call center environment Bonus Skills: Bi-Lingual (English/Spanish) Basic knowledge of tax concepts Previous experience preparing personal federal income tax returns This is an on-site position. We will train qualified applicants. ** 3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply. This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future. **
