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H&R Block Senior Technical Support Specialist - Seasonal in San Diego, California

335421BR

Title:

Senior Technical Support Specialist - Seasonal

Job Description:

H&R Block, the world’s leader in tax preparation services, is looking for a Seasonal - Senior Technical Support Specialist.

In this role you will function as single point of contact for all technical support for internal and/or external clients. As a Senior level specialist, you will make all attempts to provide first call resolution for issues about desktop or laptop systems, and serve as liaison between associates, Technology Services, management, support groups and business units. You will also utilize software solutions, knowledge base, personal knowledge, and computer systems to resolve and track user incidents, and be an escalation point for clients and drive resolution. Additional responsibilities will include keeping clients informed using proper communication channels and owning and actively monitoring the flow of all issues across all tiers of support and redirect cases, invoking contingencies for backups/overflows as needed, and performing client call back and follow-up to ensure best possible customer support experience. You will also maintain an awareness of all planned and unplanned events potentially affecting customer support.

What you’ll do…

  • Provide technical support by communicating via phone, email and chat with internal and/or external clients requiring assistance or information. Interpret client's needs and utilize software solutions and personal knowledge and troubleshooting skills to identify possible resolutions.

  • May remote control desktops to resolve technical issues.

  • Remotely install software or perform updates.

  • Follow established procedures to handle inquiries and resolve concerns to ensure client satisfaction.

  • Handle client communications using incident handling, escalation, quality measurement procedures, and work instructions.

  • Use software solutions and computer systems to accurately document and track client 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.

  • Consult with Senior Support Specialists as needed to respond appropriately to the client.

  • Perform other duties as assigned.

What you’ll bring to the role…

  • One-year technical support experience or the equivalent through a combination of education and related work experience.

  • Experience in supporting Microsoft operating systems, networking connectivity, computer peripheral equipment, software applications and remote control.

  • Ability to communicate clearly and calmly on the telephone, email and chat and to use effective customer service techniques with associates who may be under stress.

  • Effectively demonstrate oral, written, and interpersonal communication skills. Ability to interact with all levels of associates.

Job ID:

335421BR

Corporate Job Categories:

Information Technology

Postal:

92126

Address:

9520 Padgett St Ste 210

City:

San Diego

State:

CA

About H&R Block... :

H&R Block’s purpose is simple: To provide help and inspire confidence in our clients and communities everywhere. We’ve been true to that purpose since brothers Henry and Richard Bloch founded our company in 1955. Since then, we’ve grown to have approximately 12,000 offices throughout the United States and around the world.

We are a people company first and a tax company second. People who join H&R Block say it feels like being part of something bigger. A place with an amazing and storied history, but with a strong and urgent focus on the future. Maybe it’s how determined, forward thinking and innovative we are, or how accessible our leadership is. We believe it’s all those things, and much more.

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