Support Specialist-Tech-S

H&R Block, Inc.; Missouri; On-site; USD 25,000 - 39,000; Full time

Job summary

H&R Block, Inc. is seeking a Support Specialist to serve as the single point of contact for technical support across the enterprise. You will resolve customer incidents end-to-end, monitor requests, and communicate clearly to ensure timely solutions.

You will collaborate with Technology Services, management, and business units, documenting issues and maintaining knowledge of supported products in a fast-paced environment.

Qualifications

• High school diploma or equivalent.
• At least 1 year of related work experience.

Responsibilities

• Provide technical support via phone, email, and chat to internal and external customers requiring assistance or information.
• 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.

Education

High school diploma or equivalent

Job description

About the Role

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.

Day to day, you'll...

• 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

Required Qualifications

Education:

• High school diploma or equivalent

Work Experience:

• 1 year minimum related work experience

Why work for us

At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we've led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation.

That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.

Pay Range Information

The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

Pay Range

$18.41 - $27.64/Hr.