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Technical Support Representative

Virginia Beach, VA

Career Area: None
Job Type: Full Time

Liberty Tax Service
Position Title: Technical Support Representative
Department: Owned & Operated Division
Status: Full-Time
Reports to: Director
FLSA Status: Non-exempt

Position Purpose
Work with end users remotely via incident tracker, chat phone, and remote desktop to resolve issues and answer questions in a timely, professional, and effective manner.

Position Responsibilities/Duties/Functions/Tasks
• Provide exceptional customer service
• Analyze technical problems and formulate a resolution plan
• Provide technical support through use of email, inbound and outbound calls, and chat
• Support clients on installation, configuration, and trouble shooting of workgroup and domain networks, network printers, broadband ISP connections, and LTS proprietary applications
• Perform technical audits
• Assist offices in choosing and configuring internet service
• Evaluate customer calls and route to the proper support group
• Document incidents thoroughly and accurately
• Other duties as assigned

Position Qualifications
• Strong verbal and written communication, interpersonal and organizational skills
• Working knowledge of Windows XP, Vista and 7 Operating systems
• Windows 8 Professional experience is preferred, not required
• Previous experience in a fast-paced, highly structured environment
• Ability to work both independently and within a team
• Basic understanding of networking
• Flexible to work nights and weekends as necessary

Physical Demands and Work Environment
• Position requires working at a desk at the corporate office for periods of time up to eight hours
• Travel: 5% or less

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 Service is an equal opportunity employer

We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, or any other characteristic protected by law.