H&R Block - Mckinney, TX

posted 2 days ago

Full-time - Entry Level
Mckinney, TX
Professional, Scientific, and Technical Services

About the position

The position is responsible for providing administrative support within a District or multiple Districts, focusing on operational and hiring support, ordering supplies, and general administrative duties related to the overall office's operations. The role functions as a single point of contact for technical support for both internal and external customers across the enterprise, serving as a liaison between customers, Technology Services functional areas, management, support groups, and business units. The individual will utilize software solutions, knowledge bases, personal knowledge, and computer systems to resolve and track user incidents, ensuring end-to-end resolution and ownership of customer requests or concerns with a sense of urgency.

Responsibilities

  • Provides seasonal hiring support in the HRB Gateway hiring system and administrative support to the District Operations Coordinator (DOC).
  • Receives communication from offices regarding concerns or needs around supplies, facilities, or support, documenting the nature of the problem and researching solutions.
  • Reviews and verifies invoices and prepares payment in Coupa for the DOC's approval.
  • Provides technical support via phone, email, and chat with internal and external customers requiring assistance or information.
  • May remote into office computers to resolve technical issues.
  • Follows established procedures to handle inquiries and resolve concerns to ensure customer satisfaction.
  • Handles customer communications using incident handling, escalation, quality measurement procedures, and work instructions.
  • Uses software solutions and computer systems to accurately document and track customer contacts.
  • Adapts to changes in user demands, work environment, and changes to processes or requirements.
  • Maintains a technical working knowledge of products supported by the department.
  • Attends training related to the effective and efficient performance of job duties.
  • Performs other duties as assigned by the District Operations Coordinator or in partnership with the CSM and/or TSC Supervisor.

Requirements

  • High school diploma or equivalent.
  • 1-3 years of administrative experience.
  • Customer service experience.
  • Demonstrated decision making, analytical, and problem-solving skills.
  • Demonstrated organization, prioritization, and project coordination skills.
  • Effective oral, written, and interpersonal communication skills.
  • Ability to communicate clearly and calmly on the telephone, email, and chat, using effective customer service techniques.
  • Some experience or ability to learn to support Microsoft operating systems, networking connectivity, computer peripheral equipment, software applications, and remote tools.
  • Experience working with Windows Environment.
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