Orlando, Florida

Customer Technical Support Representative in Orlando

Kelly IT Resources is working with a wonderful technically sophisticated long-operating software development company that’s been established since the 70's! Our client makes hugely successful (3rd largest in the nation) tax software solutions and products. Crosslink is headquartered in the SF Bay Area (Tracy CA,) with an office in East Orlando by UCF. Every year, during their most busy time -TAX SEASON, they bring on board nearly 60 additional Technical Customer Support Professionals for a 4 to 5 month consulting engagement.
Customer Technical Support Representative
Here are the details:
Who are they: Established, successful tax software development company. Nice, clean, homely-campus feel environment. Incredibly nice people who love what they do and the company they work for. Free snacks, BBQs/Pizza lunch-dinners, coffee, etc.. Complete PAID training provided on the SW and issue resolution you will be tasked with!! The team always has a group of returning members so there is a high chance you could asked back to do this project EVERY YEAR! They are also potentially growing the team after this project so for a selected few they may have some permanent opportunities.
When: Paid Training starts December 21, 2020 and contract will go through end of April/May 2020.

Main Skills: CUSTOMER SERVICE, tech-savvy, hard-working, and flexible!

Overview: Primary contact for customers to provide technical support and services for our Tax SW product. Provide seasonal call center technical Tier 2/3 support.

Essential Responsibilities and Duties:
• Receive inbound telephone calls, chat messages, and emails on product questions.
• Provide excellent customer service, technical troubleshooting, and problem resolution.
• Provide user-friendly explanations and follow-up using telephone, emails, and/or chat, and in person communication.
• Resolve customer problems in a friendly and timely manner in order to ensure customer satisfaction.
• Open trouble tickets using the trouble ticking tool (CSR) and document action steps and resolutions including follow-up.
• Ensure issues are fully documented within the CSR (trouble ticket tool) application that allows for seamless escalation to other personnel as required.
• Use professional judgment to resolve a problem.
• Escalate customer concerns as necessary to management, as required.
• Serve as liaison between customers and other personnel. Communicate problems and trends to team for internal resolution.
• Tier 2 or 3, you will assist and communicate with Tier 1 seasonal technical support and resolve reported problems.
• Provide assessment of existing systems and recommend improvement.
• Develop technical solutions to be posted to both internal and external knowledge base.
• Software testing of new and enhanced software applications.
• Perform other duties as assigned

Minimum/Essential Qualifications:
Ability to respond to customers inquiries and complaints; ability to solve problems in a timely and friendly manner; ability to effectively present information to coworkers and management; excellent verbal and written skills; excellent telephone skills; work well in a team environment.

Preferred Skills:
High School Graduate or AA in computer science or business administration or equivalent experience.
1-3 years software technical support in a call center environment.
1-3 years windows 10, Internet Explorer/ Chrome Browsers, Mobile Applications, Routers wired and Wi-fi , Network Functions and Configurations and Software Applications.
Bilingual is a huge PLUS

Position carries an hourly salary of $16.50 h/r and $24.75 h/r for OT.
The work address is:
2000 N. Alafaya Trail
Orlando, FL 32826

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Orlando, Florida

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