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H&R Block Senior Support Specialist DIY in Kansas City, Missouri

337639BR

Title:

Senior Support Specialist DIY

What you'll do... :

JOB SUMMARY

Single point of contact for all technical support for internal and/or external clients. Senior level will make all attempts to provide first call resolution for issues in reference to desktop or laptop systems. Serve as liaison between associates, Technology Services, management, support groups and the business units. Utilize software solutions, knowledge base, personal knowledge, and computer systems to resolve and track user incidents.Be an escalation point for clients and drive resolution. Keep clients informed using proper communication channels. Own and actively monitor the flow of all issues across all tiers of support and redirect cases, invoke contingencies for backups/overflows as needed. Perform client 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.Mentor and assist Support Specialist and Associate Support Specialist in the areas of escalation, troubleshooting techniques, remote control, products supported and reoccurring issues as appropriate, etc.

JOB DUTIES

  • Provide advanced technical support by communicating via phone, email and chat with internal and/or external clients requiring assistance or information.

  • Interpret clients' 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

  • Remotely install software or perform updates.Resolve nuisance software, such as "ad-ware" and "spy-ware" on desktops/laptops.

  • 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 Manager as needed to respond appropriately to the client.

  • Conduct outbound calls as needed

  • Perform other duties as assigned

Job ID:

337639BR

Address1:

One H&R Block Way

City:

Kansas City

State:

Missouri

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.

Employee Type:

Regular

What you'll bring to the team... :

JOB REQUIREMENTS

  • 4 years technical support experience or the equivalent through a combination of education and related work experience

  • 3 years 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.

Posting Title:

Senior Support Specialist DIY

Job Family:

Engineering & Ops

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