Tier I Tech Support Agent (Seasonal)

Position Title: Tech Support Agent Status: Seasonal, potentially from November to May, can potentially lead to a permanent position FLSA Status: Non-Exempt Location : Virginia Beach, VA Pay Rate : Starting at $16.00 Hourly Start Date : November 2024 Language: English (Bilingual Spanish and French a plus) Why Liberty Tax? We are the third-leading tax preparation service for individuals and small businesses, founded in 1997. Operating through a franchise model with 2,500+ retail branches and 12,000+ tax professionals across the United States and Canada, our services include various tax preparation options, such as online tax filing, tax prep, loans, assistance with audits, and various other services. Founded in 1997, we are the third-leading tax preparation service for individuals and small businesses, operating through a franchise model with locations across the United States and Canada. Our comprehensive range of services includes various tax preparation options like online tax filing, tax prep, loans, assistance with audits, and various other offerings. Believe in our mission! The Liberty Tax mission is to be trusted locally and respected nationally as the best choice for professional tax services. In keeping with that mission, Our Culture: Fun Awesome business-casual environment, Employee recognitions, and volunteer opportunities Diversity & Inclusion Opportunities for career advancement within the company. Position Purpose Technical Support Representatives work with Liberty Tax's franchisees ticketing system, phone, and remote assistance applications to resolve issues and answer questions in a timely and professional manner. Additionally, this position may be responsible for supervising staff, detecting and analyzing trending technical problems, creating and updating policies, procedures, and knowledge base databases to ensure the maximum quality and timeliness of support services for our franchisees and corporate owned locations. Position Responsibilities/Duties/Functions/Tasks Initial installation and configuration of desktops and peripherals Support software and hardware installations, configuration and troubleshooting of workgroup networks, broadband ISP connections, and Liberty Tax Service proprietary applications Support various support projects, analyze customer problems, and formulate plans of resolution Proactively look for way to improve processes, operations, and the customer experience Document incidents thoroughly and accurately Responsible for the secure processing and communication of customer's personal financial information and identity Position Qualifications Willingness to learn new computer programs and cloud services Attention to detail Strong verbal, writing, and troubleshooting skills High level of customer service and communication skills Strong hands-on experience and knowledge of Windows 10 Strong hands-on experience and knowledge of workgroups and small office networks Able to quickly adapt to new workflows and projects Fluent in English Position Requirements Capable of working from Liberty's office Capable of working remotely using your own device (During rare situations that the office is unavailable) Capable of making phone calls using your own device (During rare situations that Liberty's telephony is unavailable) Windows 10 or 11 computer The ability to run Microsoft Teams and Google Chrome Stable internet connectivity Webcam (web conferencing) Headset (web conferencing) Employee Acknowledgement This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions. While this list is intended to be an accurate reflection of the current job, Liberty Tax Service reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, work load, or technological developments). Liberty Tax is an equal opportunity employer. Questions Where can I apply? You can apply and schedule an interview by visiting How can I contact a recruiter for questions and comments: You can contact us via email at or give us a call at (817)

Created: 2024-11-05