H&R Block

About H&R Block

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Job Category:

Customer Service

Country:

United States

Postal Code:

92101

Approximate Salary:

Not Specified

Support Specialist - Tech - Seasonal San Diego

H&R Block - San Diego, California

Posted: 12/12/2018

H&R Block, the world’s leader in tax preparation services, is looking for Seasonal Technical Support Specialists. Seasonal Technical Support Specialists are an integral part of a centralized team who function in a call center environment and act as a single point of contact for all technical support for internal and external customers across the entire enterprise.

You’ll serve as a liaison between customers, technology services functional areas, support groups, management, and business units. You’ll utilize software solutions, knowledge base, personal knowledge, and computer systems to resolve and track user incidents. You’ll be responsible for end-to-end resolutions and ownership of customer requests or concerns while closely monitoring requests, communicating with the customer, and delivering solutions with a sense of urgency.

More about the role…
  • Variety of schedules with overtime opportunities available based upon performance
  • Any M-F shift started 11:30 am or after and any weekend shift receives a shift differential of $1 more for every hour worked
  • Opportunity for career development
  • Work environment that feels like family 
  • Benefits available after 1,500 hours
What you’ll do…
  • Provide technical support by communicating via phone, email, and chat with internal and external customers requiring assistance or information
  • Interpret customers’ needs and utilize software solutions and personal knowledge and troubleshooting skills to identify possible resolutions
  • May remote control desktops in order to resolve technical issues
  • Follow 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 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(s) supported by the department
What you’ll bring to the role…
  • 1 year of technical support experience or the equivalent through a combination of education and related work experience
  • Some 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 internal and external customers
  • In a Training or Certification program for technical support or recent computer technology related certification is preferred
  • Previous customer service experience or the equivalent through education and training is preferred

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