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Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong technical troubleshooting skills and the ability to provide effective support through various communication channels. Maintains ownership of customer requests, ensuring timely resolution and documentation of interactions.
Highest-signal resume keywords
Technical Troubleshooting SkillsRemote Desktop ControlIncident Handling ProceduresCustomer CommunicationDocumentation and Tracking
About the role
Key responsibilities & impact- Serve as the single point of contact for technical support for internal and external enterprise customers
- Act as liaison between customers, Technology Services functional areas, management, support groups, and business units
- Provide technical support via phone, email, and chat
- Interpret customer needs and identify possible resolutions
- Remotely control desktops to resolve technical issues
- Follow established procedures to handle inquiries and resolve concerns
- Handle customer communications using incident handling, escalation, quality measurement procedures, and work instructions
- Document and track customer contacts using software solutions and computer systems
- Monitor requests, communicate with customers, and deliver solutions with urgency
- Maintain ownership through end-to-end resolution of customer requests or concerns
- Perform other duties as assigned
Requirements
What you’ll need- High school diploma or equivalent
- Minimum 1 year of related work experience
- Technical troubleshooting skills
- Ability to provide support via phone, email, and chat
- Ability to use software solutions, knowledge bases, and computer systems
- Ability to remote control desktops to resolve technical issues
- Ability to follow incident handling, escalation, quality measurement procedures, and work instructions
- Ability to accurately document and track customer contacts
- Maintain technical working knowledge of supported products
- Ability to adapt to changes in user demands, work environment, processes, or requirements
Benefits
Comp & perks- Medical and prescription drug coverage for associates and eligible dependents
- H&R Block Retirement Savings Plan (401(k) Plan)
- Employee Assistance Program
- (Virtual) fitness center programs
- Associate discount program
- Business Travel Accident Insurance
- Associate Tax Prep benefit
- Competitive pay
- Support for life both in and outside of work
- Continuous learning
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical TroubleshootingRemote Desktop ControlIncident HandlingQuality Measurement ProceduresDocumentation Skills
Soft Skills
Customer ServiceAdaptabilityCommunication
Tools & Technologies
Software SolutionsKnowledge BasesComputer Systems
Industry Keywords
Technical SupportEnterprise CustomersEnd-to-End ResolutionCustomer Inquiries