Tech Support Specialist II (Call Center) at CrossLink Professional Tax Solutions in CA Office - Lathrop, CA 95330
- Company: CrossLink Professional Tax Solutions
- Location: CA Office - Lathrop, CA 95330
- Posted: Sep 18, 2026
- Type: Full-time
- Salary: $23.00 - $25.40 Hourly
- Experience: 2+ years
Overview
Salary Range $23.00 - $25.40 Hourly Position Type Full Time Job Shift Any Education Level Associate Degree Travel Percentage None Technical Support Specialist II The Technical Support Specialist II aids all levels within the Technical Support department. The primary responsibility of this role is to…
Job description
- Salary Range
- $23.00 - $25.40 Hourly
- Position Type
- Full Time
- Job Shift
- Any
- Education Level
- Associate Degree
- Travel Percentage
- None
- Technical Support Specialist II
- The Technical Support Specialist II aids all levels within the Technical Support department. The primary responsibility of this role is to serve as the main point of contact for clients, delivering technical support and service for CrossLink products. This position requires a thorough understanding of Customer Service and Technical Support procedures and policies to ensure that client issues are resolved accurately and in a timely manner. Additional responsibilities include handling and resolving escalations.
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.
Requirements
- • Associate’s degree in Computer Science or a related field, OR 2+ years of relevant work experience.
- • Minimum of 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 of 1 year of customer service experience.
- • Excellent verbal and written communication skills.
- • Bilingual (English/Spanish)
- • Basic knowledge of tax concepts
- • Previous experience preparing personal/business federal income tax returns
Skills
Required
- Network functions and configurations
- Software applications
Preferred
- Bilingual (English/Spanish)
- Basic knowledge of tax concepts