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Seasonal, Support Specialist

H&R Block

Role overview

Qualifications

  • High school diploma or equivalent
  • 1 year minimum related work experience

Responsibilities

  • Provide technical support by communicating via phone, email, and chat with internal and external customers requiring assistance or information
  • Follow established procedures to handle inquiries and resolve concerns to ensure customer satisfaction
  • Use software solutions and computer systems to accurately document and track customer contacts
  • Perform other duties as assigned

Key facts

Hard skills

Incident Management

Other skills

  • Troubleshooting (Problem Solving)
  • Adaptability
  • Problem Solving
  • Teamwork

About the company

H&R Block logo

H&R Block

Tax Advisory & Tax Services

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 prepared approximately 800 million tax returns and grown to have approximately 12,000 offices throughout the United States and around the world. We know that tax needs and situations change from year to year. That’s why we offer new and innovative ways to prepare and file taxes so clients can choose what suits them best. We are a people company first and a tax company second. With this in mind, we deliver care in every interaction, conversation, and at each touchpoint. That’s how we build long-lasting relationships with clients, communities, and associates. 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 because our company still has the feeling of ‘family’ serving as the foundation for our associates and franchisees who bring our purpose to life each day. 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. Our ideas are rooted in unique and diverse perspectives fueled by curiosity and creativity. We’re not afraid to try new things, and never rest on past success. We are passionate in the way we advocate for each other, for our clients, and most importantly, we not only say we are better together…we truly believe it!

Company details

Company typeLarge
IndustryTax Advisory & Tax Services
Company size10001

Links

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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.

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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