Support Specialist – Tech, Seasonal

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

📋 Description

• Act as the primary contact for technical support for both internal and external clients throughout the organization.

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

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

• Assess customer requirements and identify potential solutions utilizing software applications, personal expertise, and troubleshooting techniques.

• Remotely access desktops to address technical difficulties.

• Adhere to established protocols to manage inquiries and resolve issues.

• Manage customer interactions following incident management, escalation procedures, quality assessment protocols, and operational guidelines.

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

• Supervise requests, engage with customers, and provide timely solutions.

• Keep up-to-date technical knowledge of supported products.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• High school diploma or equivalent qualification.

• At least 1 year of relevant work experience.

• Experience in technical support and adept troubleshooting abilities.

• Proficient in communicating with both internal and external customers via phone, email, and chat.

• Capable of utilizing software applications, knowledge databases, and computer systems.

• Skilled in remotely controlling desktops to resolve technical issues.

• Competent in accurately documenting and tracking customer interactions.

• Able to adapt to evolving user needs, work environments, processes, or requirements.

• Possess technical knowledge of supported products.

🏝️ Benefits

• Competitive salary package.

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

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

• Access to Employee Assistance Program.

• Availability of (Virtual) fitness center programs.

• Associate discount program.

• Business Travel Accident Insurance coverage.

• Associate Tax Preparation benefit.

• Opportunity for involvement in incentive compensation or short-term incentive plans.