|Sr Support Spec - Tech
SAN DIEGO, CA (USA)
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What you'll do...
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.
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.
It would be even better if you also had...
What you'll bring to the team...