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Bilingual Support Agent

H&R Block

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Location:
Canada , Calgary

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Reporting to the Lead, Support Centre the Support Agent (Revenue Quebec) will be primarily focused on addressing and resolving escalated French / Quebec client tax issues. This includes in-depth troubleshooting our Digital tax software, assisting our Retail clients that require support from an office, performing client call backs to gather more information when needed, delivering Audit Protection reviews and escalating issues to other specialized departments for further analysis.

Job Responsibility:

  • Accountable for interacting, validating, troubleshooting, resolving, and/or escalating of client tax cases when clients reach out for assistance for both CRA & RQ tax concerns across all lines of business and across Chat and Social Media sources
  • Facilitate client call-backs (as necessary) to gather information on client escalated cases
  • Identify and flag client escalated cases that have potential impacts to H&R Block
  • Work with the Call Centre support groups to manage and trend escalations
  • Attend meetings as requested, providing key information to stakeholders
  • Provide follow-through and closed loop feedback on escalated cases that have been resolved
  • Assist with continual service improvement initiatives as they pertain to Documentation/Knowledge Base, Process/Procedures, and Training Material
  • Remain current on all H&R Block products & services the Support Centre is accountable for

Requirements:

  • Fluent in both French and English (verbal and written)
  • Tax theory knowledge/experience is required for both Canada Revenue Agency and Revenue Quebec tax returns
  • H&R Block Tax Academy Trained – Asset
  • Solid understanding of Microsoft Products and ITSM Ticketing Tools
  • Strong communication skills, both verbal and written
  • Effective time management and organizational skills
  • Ability to work effectively under strict guidelines
  • Detail oriented, organized and highly analytical
  • Demonstrated problem solving and/or conflict resolution skills
  • Ability to work independently and/or within a support team environment
  • Ability to manage multiple priorities within a fast-paced environment, maintaining efficiency and focus
  • Ability to work flexible hours
What we offer:
  • Free tax preparation service for associates
  • discounts for their families and friends
  • A comprehensive group insurance package
  • A stock purchase plan
  • A health/fitness reimbursement program
  • An employer-matching Registered Retirement Savings Plan

Additional Information:

Job Posted:
January 20, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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