Technical Support Specialist – End-to-End Resolution

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

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.