[Hiring] Support Specialist @H&R Block Management

Role Description

As a Support Specialist you will function as a single point of contact for all technical support for internal and/or external customers across the entire enterprise. In this capacity you will serve as liaison between customers, Technology Services functional areas, management, support groups, and the business units. You will utilize software solutions, knowledge base, personal knowledge, and computer systems to resolve and track user incidents. The Support Specialist is responsible for end-to-end resolution and ownership of customer requests or concerns. To succeed, you will need to closely monitor requests, communicate with customers, and deliver solutions to requests with a sense of urgency.

• Provide technical support by communicating via phone, email, and chat with internal and external customers requiring assistance or information.
• Interpret customer needs and utilize software solutions, personal knowledge, and troubleshooting skills to identify possible resolutions.
• Remote control desktops to resolve technical issues.
• Follow established procedures to handle inquiries and resolve concerns to ensure customer satisfaction.
• Handle customer communications using incident handling, escalation, quality measurement procedures, and work instructions.
• Use software solutions and computer systems to accurately document and track customer contacts.
• Adapt to changes in user demands, work environment, and changes to processes or requirements.
• Maintain a technical working knowledge of product or products supported by the department.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent.
• 1 year minimum related work experience.

Benefits

• Competitive pay.
• Comprehensive benefits.
• Support for life both in and outside of work.
• Medical and prescription drug coverage.
• Participation in the H&R Block Retirement Savings Plan (401(k) Plan).
• Employee Assistance Program.
• (Virtual) fitness center programs.
• Associate discount program.
• Automatic enrollment in Business Travel Accident Insurance.
• Associate Tax Prep benefit.

Pay Range

The pay range for this position is $18.41 - $27.64/Hr. Local minimum wage laws apply. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.