Join H&R Block's Team as a Field and Phone Support Technician: Empowering Tax Professionals Worldwide
At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. With a rich history dating back to 1955, we've grown into a global organization with approximately 12,000 offices across the United States and around the world. As a people company first and a tax company second, we're committed to fostering a culture that values diversity, inclusion, and innovation. We're seeking a highly skilled and experienced Field and Phone Support Technician to join our team in Charleston, SC, and work from the comfort of their own home.
About the Role
As a Field and Phone Support Technician, you will be the go-to technical expert for H&R Block's retail tax offices worldwide. Your primary responsibility will be to provide top-notch technical support for PC, peripheral, network, and software issues, ensuring that our tax professionals can operate efficiently and effectively. You will be the liaison between our business partners, Lead Field Systems Technicians/Company Support Managers, and Technical Support Center to identify and resolve problems promptly.
Key Responsibilities
- Coordinate the setup, shutdown, and support of PC hardware and software for H&R Block's field company offices, adhering to instructions provided by our Technical Support Center.
- Maintain, troubleshoot, and support field systems in company-owned offices via phone, chat, and on-site visits.
- Troubleshoot and support franchise offices by phone and chat.
- Manage inventory of district resources, track hot spare inventory, and control computer equipment in the district.
- Ensure seamless communication with Business Partners and Lead Field Systems Technicians/Company Support Managers on support issues and needs.
- Maintain network and telephone systems in company offices, ensuring minimal downtime and optimal performance.
- Document hardware problems and their resolution within our ticketing system.
- Assist with special projects as needed, demonstrating flexibility and adaptability.
- Remotely access and control desktops to resolve technical issues, utilizing remote support tools.
- Follow established processes and procedures to work cases and handle inquiries, resolving office and associate issues efficiently.
- Maintain a technical working knowledge of products supported by our department, staying up-to-date with the latest technologies and trends.
- Handle field contacts while ensuring quality measurement procedures and work instructions are maintained within policy guidelines.
- Perform other duties as assigned, demonstrating a willingness to take on new challenges.
Essential Qualifications
To succeed in this role, you will need:
- A high school diploma or equivalent.
- Experience working in a Windows environment, with knowledge of Windows network configurations and MS Office (or equivalent).
- Access to a motor vehicle, a valid driver's license, and adequate insurance coverage as required by applicable state law, along with a good driving record.
- The ability to work independently or as part of a team, with excellent oral, written, and interpersonal communication skills.
- Demonstrated decision-making, analytical, and problem-solving skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Experience setting up, maintaining, and troubleshooting computer hardware, networks, and systems.
Preferred Qualifications
While not mandatory, the following qualifications will give you a competitive edge:
- Previous experience in a technical support role, preferably in a fast-paced environment.
- Familiarity with H&R Block's tax preparation software and systems.
- CompTIA A+ or equivalent certification.
- Experience working in a remote or work-from-home environment.
Skills and Competencies
To excel as a Field and Phone Support Technician, you will need:
- Excellent technical skills, with the ability to troubleshoot complex technical issues.
- Strong analytical and problem-solving skills, with the ability to think critically and creatively.
- Effective communication and interpersonal skills, with the ability to work with diverse stakeholders.
- Strong organizational and project coordination skills, with the ability to prioritize tasks and manage multiple projects.
- A customer-centric approach, with a focus on delivering exceptional service and support.
Career Growth Opportunities and Learning Benefits
At H&R Block, we're committed to helping our employees grow and develop their skills. As a Field and Phone Support Technician, you will have access to:
- Ongoing training and development programs, designed to enhance your technical skills and knowledge.
- Opportunities for career advancement, with a clear path for progression within our organization.
- A collaborative and supportive work environment, where you can learn from experienced professionals and share your own expertise.
Work Environment and Company Culture
As a remote worker, you will enjoy the flexibility and autonomy of working from home. Our company culture values:
- Diversity and inclusion, with a commitment to creating a workplace that is welcoming and inclusive for all.
- Innovation and creativity, with a focus on finding new and better ways to deliver exceptional service and support.
- Collaboration and teamwork, with a emphasis on working together to achieve common goals.
Compensation, Perks, and Benefits
While we can't disclose specific compensation details, we can assure you that our package is competitive and includes a range of benefits, such as:
- A comprehensive benefits package, including medical, dental, and vision coverage.
- Paid time off and holidays, allowing you to recharge and spend time with loved ones.
- Opportunities for professional development and growth, with a focus on investing in our employees' futures.
Conclusion
If you're a motivated and experienced technical professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Field and Phone Support Technician at H&R Block, you will play a critical role in empowering our tax professionals worldwide, delivering exceptional service and support, and driving business success. Join our team today and discover a career that is both rewarding and challenging.
Don't miss this chance to be part of a dynamic and innovative organization. Apply now and take the first step towards a fulfilling career with H&R Block!
Apply Now