Seasonal Support Specialist - (US-MO-Kansas City - 64999)

Compensation: $11.50 - $13.00 / Hour
Minimum Education: Tech School
Job Type: Full Time
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SEASONAL SUPPORT SPECIALISTS

Looking for a place where your hard work can be FUN and APPRECIATED? Come join H&R Block! This is your chance to join our organization and become part of a known and respected brand. H&R Block is America’s 6th largest retail organization. Due to our exciting plans for the future, we have several openings for Seasonal Support Specialists in our location on Blue Parkway.

JOB SUMMARY

Utilize software solutions, knowledge base, personal knowledge, and computer systems to resolve and track user incidents. Be an escalation point for customers and drive resolution. Keep customers informed using proper communication channels. Own and actively monitor the flow of all issues across all tiers of support cradle-to-grave and redirect cases, invoke contingencies for backups/overflows as needed. Perform customer call back and follow-up to ensure best possible customer support experience. Maintain an awareness of all planned and unplanned events potentially affecting customer support.

JOB DUTIES
• Provide technical support by communicating via phone, email and chat with internal associates requiring assistance or information. Interpret clients’ needs and utilize “Service Desk” software solutions and personal knowledge and troubleshooting skills to identify possible resolutions.
• Remote control desktops in order 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 “Service Desk” 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 Technical Support Specialist as needed to respond appropriately to the associate.
• Perform other duties as assigned.




JOB REQUIREMENTS
• At least one year of 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.
• Training or Certification in a technical support capacity.

WHY SHOULD YOU WORK FOR H&R BLOCK?

Your outstanding compensation and benefits package would include:

• Competitive salary
• Seasonal benefits including a seasonal bonus and a limited medical insurance plan
• Culture
o Progressive and innovative
o Open exchange of ideas
o Business casual attire with casual Fridays
o Flexible work schedule possible for many positions
H&R Block is a progressive company dedicated to helping our clients achieve their financial objectives by serving as their tax and financial partner. If you meet the above requirements and would like to explore a career with Block, please log onto our career website at www.hrblock.com and submit your resume and profile to requisition #2009-2162.

H&R Block is an Equal Opportunity Employer.