Support Specialist – Tech, Seasonal

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

📋 Description

• Serve as the primary point of contact for technical support for both internal and external enterprise clients.

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

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

• Analyze customer needs and determine potential solutions.

• Remotely access desktops to troubleshoot and resolve technical issues.

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

• Manage customer communications using incident handling, escalation, quality measurement procedures, and operational instructions.

• Document and track customer interactions utilizing software solutions and computer systems.

• Monitor service requests, engage with customers, and provide timely solutions.

• Maintain accountability throughout the complete resolution of customer inquiries or issues.

• Perform additional duties as assigned.

⛳️ Requirements

• High school diploma or equivalent qualification.

• At least 1 year of relevant work experience.

• Proficient technical troubleshooting skills.

• Capability to provide assistance via phone, email, and chat.

• Competency in utilizing software solutions, knowledge bases, and computer systems.

• Ability to remotely control desktops for resolving technical challenges.

• Proficiency in following incident handling, escalation, quality measurement procedures, and operational instructions.

• Skill in accurately documenting and tracking customer interactions.

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

• Flexibility to adapt to changing user demands, work environments, processes, or requirements.

🏝️ Benefits

• Medical and prescription drug coverage for employees and eligible 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 compensation.

• Support for personal and professional life.

• Opportunities for continuous learning.