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Entry-Level Customer Technical Support RepresentativeSeasonal Consulting Job OpportunityDuration: December 2019-April 2020Summary:Kelly IT Resources is working with a wonderful technically sophisticated company that has been established since the 70's! They make hugely successful (3rd largest in the nation) tax software and are located in Orlando, FL!Every year during their most busy time -TAX SEASON, they bring on board additional Technical Customer Support Professionals for about 4 to 5 months. Here are the details:Location: East Orlando FL,Who are they: Company owned, 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, ect. 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 be 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: Training starts early December and they will keep on team members through end of March to tax day. COMPLETELY OPEN 40 hour a week SCHEDULE, VERY FLEXIBLE HOURS, you will be scheduled based on your desired start time and business needs –but typical set start times could be: 7am, 8am, 10am, 1pm, 2pm, 3pm or 8pm!Main Skills: CUSTOMER SERVICE, tech-savvy, hard-working, and flexible!Job Details:Overview:Primary contact for customers to provide technical support and services for our Tax SW product.Provide 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 assignedMinimum/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.For an immediate response, email resume to craig.penn@kellyit.comWhy Kelly ® ?As a worker today, it’s up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find what’s next is what we’re all about. We know what’s going on in the evolving world of work—just ask the nearly 500,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.About Kelly ®At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law. at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm
