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Sr Support Spec - Tech
SAN DIEGO, CA (USA)
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Company: H&R Block Contact:
Post Date: 10/13/20 Phone:
Job Type: Part Time Fax:
Reference: CAse4HMaEj Mailing Address:

What you'll do...

JOB SUMMARY

Single point of contact for all technical support for internal/external customers. Senior level will make all attempts to provide first call resolution for issues in reference to computer/technical issues, and desktop or laptop systems. Serve as liaison between associates, Information Technology functional areas and management, support groups and the customer. 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.

Mentor and assist Technical Support Specialist and Associate Technical Support Specialist in the areas of escalation, troubleshooting techniques, remote control, products supported and reoccurring issues as appropriate, etc.

JOB DUTIES

  • Support and maintain in-house Audio-Visual Equipment
  • Set-up live events and presentations
  • Troubleshoot problem areas in a timely fashion
  • Provide end-user and training assistance as required
  • Set up Video conferences

JOB REQUIREMENTS

  • Excellent technical knowledge of teleconferencing, presentation, and other AV hardware
  • Effective interpersonal skills and relationship-building skills.
  • Candidate must have a flexible personal schedule in order to service clients throughout the business day and be available for after hours service as necessary
  • Audio (Audio Mixers, PA Systems, Wired and Wireless Mic's)
  • Video (HD and standard format projectors, Video distribution and video switcher systems, AMX Panels)
  • Videoconferencing (experience with Cisco, Vidyo, Skype)

About H&R Block...

We're here to live our purpose to provide help and inspire confidence in our clients and communities everywhere. We take our work personally, because we know what it represents: Families and homes. Livelihoods and lives.

We've been true to that purpose since brothers Henry and Richard Bloch founded our company in 1955. Since then, we've grown to approximately 12,000 tax offices throughout the United States and around the world. When you join our team, you'll add to the momentum of a forward-thinking company one that defined an industry and is now leading its transformation.

It would be even better if you also had...

  • Bachelor's degree in a related field or the equivalent through a combination of education and related work experience.
  • Spanish Bi-lingual skills
  • Call center experience
  • Completion of training or certificate program for technical support.

What you'll bring to the team...

Education:

  • High school diploma or equivalent
Work Experience:
  • Effective Effective oral, written and interpersonal communication skills, to all levels, from senior management to line/staff associates.
  • Ability to communicate clearly and calmly on the telephone, email and chat and use effective customer service techniqueswith associates who may be under stress.
  • Experience Supporting Microsoft operating systems, networking connectivity, computer peripheral equipment, software applications and remote control.
  • 1 year Minimum related work experience


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