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CrossLink

Tech Support Specialist II (Call Center)

CrossLink
Lathrop, CA $23 - $25/hr Full time Posted 3d ago
Contact Center Customer Support Help Desk Help Desk Support Information Technology (IT) Issue Tracking IT Services Knowledge Management Multi Tier Support Phone Support Specialist Technical Support Tier 2 Support
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Job Description

CrossLink is seeking a Tech Support Specialist II (Call Center) to provide hands-on technical support for clients at our Lathrop, CA onsite location. This role is the primary point of contact for product and technical questions, helping ensure issues are handled accurately, communicated clearly, and resolved in a timely manner. You will also support escalations and help strengthen the systems clients rely on.

What you’ll be doing

  • Answer client inquiries through phone, chat, and email for product and technical issues.
  • Deliver clear explanations and follow-up support to maintain strong client relationships.
  • Create and monitor Jira tickets, ensuring cases are well documented for tracking and escalation.
  • Review and analyze client cases to identify trends and improve service quality.
  • Troubleshoot and resolve technical problems using sound judgment.
  • Act as the point of contact for assigned clients.
  • Support seasonal Technical Support Agents and assist with escalations.
  • Contribute to Knowledge Base (KB) articles and support training efforts.
  • Provide feedback on system and process improvements.
  • Work effectively independently and as part of a team.
  • Complete additional duties as assigned and participate in ongoing training.

What you bring

  • Associate’s degree in Computer Science or a related field, OR 2+ years of relevant work experience.
  • Minimum 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 1 year of customer service experience.
  • Excellent verbal and written communication skills.

Tools you’ll use

You’ll work with Jira and Knowledge Base (KB) resources, along with a Windows environment.

Bonus skills that help

  • Bilingual (English/Spanish)
  • Basic knowledge of tax concepts
  • Previous experience preparing personal/business federal income tax returns

Compensation: USD 23 - 25 per hour.

Experience level: 1+ year required.

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