Support Specialist - Tech

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Act as the primary point of contact for all technical support inquiries from both internal and external customers throughout the organization.

• Serve as a bridge between customers, Technology Services departments, management, support teams, and business units.

• Deliver technical assistance through phone, email, and chat channels.

• Analyze customer requirements and identify potential solutions utilizing software tools, personal expertise, and troubleshooting abilities.

• Utilize remote desktop control to address technical problems.

• Adhere to established protocols for managing inquiries and resolving issues.

• Manage customer interactions by following incident management, escalation, quality assessment protocols, and operational instructions.

• Record and monitor customer interactions through software applications and computer systems.

• Oversee requests and ensure comprehensive resolution for customer inquiries from start to finish.

• Maintain up-to-date technical knowledge of the products being supported.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• High school diploma or its equivalent.

• At least 1 year of relevant work experience.

• Experience in technical support.

• Strong troubleshooting capabilities.

• Proficient in communication via phone, email, and chat.

• Competent in using software applications and computer systems.

• Skilled in monitoring requests, engaging with customers, and delivering timely solutions.

• Technical expertise in the products being supported.

🏝️ Benefits

• Medical and prescription drug coverage for eligible associates and their dependents.

• H&R Block Retirement Savings Plan (401(k) Plan).

• Employee Assistance Program.

• (Virtual) fitness center initiatives.

• Associate discount program.

• Business Travel Accident Insurance.

• Associate Tax Preparation benefit.

• Competitive salary.

• Support for personal growth both professionally and personally.

• Opportunities for continuous learning.