Seasonal Support Specialist
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Job Description
H&R Block Support Specialist providing remote phone, email, and chat support for enterprise technology users. Resolving incidents, remotely troubleshooting desktops, and tracking customer requests end to end.
Responsibilities:
- Provide technical support via phone, email, and chat to internal and external customers
- Interpret customer needs and use software solutions, personal knowledge, and troubleshooting skills to identify resolutions
- Remotely control desktops to resolve technical issues
- Follow procedures to handle inquiries and resolve concerns
- Manage customer communications using incident handling, escalation, quality measurement procedures, and work instructions
- Document and track customer contacts using software solutions and computer systems
- Monitor requests, communicate with customers, and deliver solutions urgently
- Maintain technical working knowledge of supported products
- Perform other duties as assigned
Requirements:
- High school diploma or equivalent
- Minimum 1 year of related work experience
- Ability to provide technical support by phone, email, and chat
- Troubleshooting skills
- Ability to use software solutions and computer systems to resolve and track incidents
- Ability to remotely control desktops
- Ability to follow incident handling, escalation, quality measurement procedures, and work instructions
- Technical working knowledge of supported products
- Ability to adapt to changing user demands, work environments, processes, and requirements
Benefits:
- Medical and prescription drug coverage for qualifying associates and eligible dependents
- H&R Block Retirement Savings Plan (401(k) Plan)
- Employee Assistance Program
- (Virtual) fitness center programs
- Associate discount program
- Business Travel Accident Insurance
- Associate Tax Prep benefit
- Competitive pay
- Continuous learning and support for well-being
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