Bilingual Service Desk Agent jobs

For over 60 years, H&R Block has prepared taxes for millions of Canadians annually.

Headquartered in Calgary, Alberta, we serve taxpayers in more than 1,000+ offices, through our upload from home service, and online with our DIY tax software. Our dedicated team of Tax Experts uses the latest in electronic processing and filing technology to prepare all types of returns, including personal, small business, corporate, farm, trucker, fishing, the U.S., rental and estate.

Becoming an H&R Block Field Support Agent is an opportunity to grow with the strongest brand in the tax preparation industry. We are looking for people who want to provide help and inspire confidence in our clients and communities. We know that the ability to deliver outstanding client service starts with having the best talent on our team, and if you want to be part of our success story then we want to hear from you!

H&R Block Canada, a leader in the tax preparation industry, is looking for a Field Support Agent to join its dynamic Support team.

The Opportunity:

Reporting to the Field Support Lead, the Field Support Agent Bilingual will be required to provide support to our Associates in the field. This is a position that involves responding to questions and researching answers, as necessary.

Key Areas of Responsibility and Not Limited to:

Respond to level 1 incoming incidents within our ticketing system with a focus to:

• Coordinate and collaborate with other members of the support team.
• Communicate with team leaders (point out common trends, training opportunities, etc.)
• Update and escalate incidents with all relevant information to one of our level 2 support groups if needed.
• Remain current on all H&R Block products & services the Level 1 team is accountable for.
• Work effectively in a fast-paced environment.
• Handle requests from our Associates in H&R Block offices when they encounter any software / hardware / system and software access.
• Support end user effectiveness on company-based software.
• Assist the Associate with CRA (Canada Revenue Agency) problems / EFILE errors.
• Provide Instant Refund approval codes and AFR (Auto Fill my return) substitutions code to our Associates in H&R Block offices.

All other responsibilities as assigned.

Key Qualifications:

• Fast learner of new products & services
• Must have the ability to maneuver easily with the computer and software.
• Follows office procedures
• Effective time management and organizational skills.
• Ability to work effectively under strict guidelines.
• Effective verbal, written, and interpersonal communications skills.
• Must be detail-oriented, organized, and analytical.
• Understanding and previous use of a Windows-based computer systems.
• Knowledge of Excel & Word.
• Ability to work both independently and within a support team environment.
• Ability to work flexible hours.
• Demonstrated problem solving and/or conflict resolution skills.

Job Type: Seasonal

Pay: $23.00 per hour

Language:

• French (preferred)

Work Location: Remote