Kelly Services Customer Technical Support Representative â Tracy, CA in Tracy, California

Customer Technical Support Representative – Tracy, CA

Seasonal Consulting Job Opportunity

Duration: December 2017-April 2018

Summary: Kelly IT Resources is working with a wonderful technically sophisticated family owned company that has been established since the 70's! They make hugely successful (3rd largest in the nation) tax software and are located in Tracy, Ca! Every year during their most busy time ---TAX SEASON, they bring on board 50 additional Technical Customer Support Professionals for about 4 to 5 months. It looks like you have the background they are looking for to fulfill this critical project team.

Here are the details:

Location: Tracy, CA

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 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 start in December and they will keep on team members through end of March to tax day. COMPLETELY OPEN 40 hour a week SCHUDULE, VERY FLEXIBLE HOURS, you will be scheduled based on your desired start time and business needs –but typical set start times could be: 5am, 6am, 7am, 8am, 10am, 1pm, 2pm, 3pm or 8pm!

How much: $16/hr

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 assigned

Minimum/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 2000, XP, Internet Explorer/Browser, Modems, Network Functions and Configurations and Software Applications.

If you or anyone you know is interested in this role, then please feel free to reach out directly to: vidhi.kundalia@kellyit.com

Why Kelly ® ?

With Kelly, you’ll have direct connections to leading IT organizations in the best companies around the globe—offering you the chance to work on some of today’s most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunities will help you take your career exactly where you want to go. We work with 95 of the Fortune 100™ companies, and more than 9,000 IT hiring managers turn to us each year to access the best talent: people like you.

Last year we found 10,000 opportunities for IT professionals. Let us help advance your career today.

AboutKelly Services ®

As a workforce advocate for over 70 years, we are proud to have a role in managing employment opportunities for more than one million workers around the globe. We employ 550,000 of these individuals directly with the remaining workers engaged through our talent supply chain network of supplier partners. Revenue in 2015 was $5.5 billion. Visit kellyservices.com and connect with us on Facebook , LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law. at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm