Support Specialist – Tech, Seasonal
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Job Description
Seasonal remote technical support specialist providing phone, email, and chat assistance for H&R Block’s tax-services customers. Resolving incidents, documenting contacts, and owning requests end to end.
Responsibilities:
- Serve as the single point of contact for technical support for internal and external enterprise customers
- Act as liaison between customers, Technology Services functional areas, management, support groups, and business units
- Provide technical support via phone, email, and chat
- Interpret customer needs and identify possible resolutions
- Remotely control desktops to resolve technical issues
- Follow established procedures to handle inquiries and resolve concerns
- Handle 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 with urgency
- Maintain ownership through end-to-end resolution of customer requests or concerns
- Perform other duties as assigned
Requirements:
- High school diploma or equivalent
- Minimum 1 year of related work experience
- Technical troubleshooting skills
- Ability to provide support via phone, email, and chat
- Ability to use software solutions, knowledge bases, and computer systems
- Ability to remote control desktops to resolve technical issues
- Ability to follow incident handling, escalation, quality measurement procedures, and work instructions
- Ability to accurately document and track customer contacts
- Maintain technical working knowledge of supported products
- Ability to adapt to changes in user demands, work environment, processes, or requirements
Benefits:
- Medical and prescription drug coverage for 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
- Support for life both in and outside of work
- Continuous learning
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