Support Specialist

Job Title: Support Specialist                        

Department: Managed Operations     

Reports to: Internal Support Supervisor                         

Status: Full-time

FLSA Status: Non-Exempt

Job Summary

The Internal Support role involves providing exceptional support to our internal teams, resolving issues promptly, and maintaining high standards of service quality. The Internal Support Specialist will play a key role in ensuring the smooth operation of our support functions and enhancing the overall efficiency of our internal processes.

Responsibilities/Duties

Operational Support

• Provide assistance and support for incoming queries and issues related to office operations
• Diagnose and troubleshoot operational issues, escalating complex problems to higher-level support when necessary.
• Ensure timely and accurate logging of support requests and resolutions in the ticketing system. Negotiates services associated with utilities and vendors. 
• Monitors office assets and supplies to meet performance targets.
• Resolves account discrepancies by investigating documentation.
• Monitors accounts to ensure timely completion of invoice payments, coding, and deposit reconciliations.
• Coordinates and assists with all corporate-owned acquisitions, relocations, sales, and closures to ensure seamless transitions.

Customer Service

• Deliver outstanding customer service to internal stakeholders, ensuring their needs are met promptly and professionally.
• Communicate effectively with users to understand their issues and provide clear instructions for resolution.
• Maintain a positive and helpful attitude in all interactions.

Process Improvement

• Identify recurring issues and suggest improvements to reduce future problems.
• Assist in developing and updating support documentation and standard operating procedures.
• Participate in team meetings to discuss support trends and share best practices.

System Administration

• Assist with the setup, configuration, and maintenance of user accounts, software, and hardware.
• Ensure compliance with company policies and security protocols.
• Perform regular system checks and maintenance tasks to ensure optimal performance. 
• Diagnose and troubleshoot technical issues.

Training and Development

• Support the training of new team members and end-users on systems and software.
• Stay current with industry trends and new technologies, sharing knowledge with the team.

Collaboration

• Work closely with other departments to understand their needs and provide effective support.
• Participate in cross-functional projects and initiatives to enhance overall service delivery.

Qualifications

- Strong problem-solving and troubleshooting skills.

- Excellent communication skills, both verbal and written.

- Proficiency in Microsoft Office Suite and common support ticketing systems.

- Ability to work independently and as part of a team.

- High level of integrity and professionalism.

- Experience in the tax or financial services industry.

Education and Experience

- Associate’s degree in Information Technology, Computer Science, or a related field; or equivalent experience.

- Minimum of 1-3 years of experience in a technical support or customer service role.

Physical Requirements

Position requires working at a desk for periods of time. Position may require lifting objects up to 20lbs. 

Work Environment 

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is not exposed to weather conditions.

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 request that additional or different tasks be performed.

Liberty Tax Service is an equal opportunity employer.