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Reporting to a Field Support Lead within the Support Centre, the Field Support Agent will be responsible for supporting our retail offices and field associates regarding H&R Block’s business practices, products and services and internal processes.
Job Responsibility:
Respond to level 1 incoming incidents within our ticketing system with a focus on the following: Technical support issues (software/hardware/system and software access)
Tax questions
Products & services questions
When required, update and escalate incidents with all relevant information to one of our level 2 support groups
Support end-user effectiveness on company-based software
Assists the Tax Pros with CRA problems / efile errors
Coordinate and collaborate with other support members to provide or obtain assistance to resolve support issues
Communicate with Team Leads (report common trends, training opportunities etc.)
Assist with continual service improvement initiatives tied to level 1 support
Remain current on all H&R Block products & services the Level 1 team is accountable for
Other responsibilities as assigned
Requirements:
H&R Block Tax Training Course graduate with a grade of 80% or better a definite asset
Understanding and previous use of H&R Block tax preparation and other applicable software (CIS, TPS etc.) a definite asset
Strong preference for fluency in French and English (verbal and written)
Intermediate knowledge of MS Excel and MS Word a must
Effective organizational skills to prioritize and handle multiple initiatives simultaneously
Must be detail-oriented, organized, and analytical
Demonstrated problem solving and/or conflict resolution skills
Effective verbal, written, and interpersonal communications skills
Ability to work independently and within a support team environment