Seasonal, Support Specialist

H&R Block•Remote, MO

4d•$18 - $28•Remote

About The Position

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.

Requirements

High school diploma or equivalent
1 year minimum related work experience

Responsibilities

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