At Jackson Hewitt, we are working hard for the hardest working and we are on a mission to completely change the way our customers engage with their personal finances. Jackson Hewitt combines the fun, fast-paced culture of a startup with the scale and reputation of one of the nation’s largest retailers (over 6,000 locations).
We have a passion for our employees and our customers. We recognize and appreciate that our team members are our single greatest competitive advantage. Being an industry leader requires a consistent focus on quality, innovation, performance and results.
DEPARTMENT: Operations Support, Hardware and Processing
POSITION TITLE: Operations Support Representative 1 Phone and/or Chat
REPORTS TO: Operations Support Supervisor
LOCATION: Remote – Work at Home
We are Jackson Hewitt, Working Hard for the Hardest Working.
NO SALES – NO OUTBOUND CALLS – FLEXIBLE SCHEDULES – A REAL WORK AT HOME OPPORTUNITY In a world where the hardest working Americans are strapped for both time, and money, Jackson Hewitt is on a mission to be their advocate. For many of our clients, the tax return is the most important financial event of the year, and the biggest paycheck many will receive. We would like your help in supporting our 6000 nationwide offices to run smoothly by troubleshooting and fixing the tech and software related issues that inevitably come up!
The Operations Support Representative 1 position is responsible for providing a world class experience to Jackson Hewitt Franchise and Corporate employees by answering Technical calls related to Software, Hardware and Network issues in a Work at Home Contact Center environment. You will resolve 1st Tier level interactions via phone and chat, or escalating to Tier 2 upon Employee request or applicable resolution path.
This is a Seasonal Position with a possible duration of mid-November, through mid-April the following year.
ESSENTIAL DUTIES AND RESPONSIBILITIES
To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Other duties, assignments and specific projects may be assigned at the discretion of executive management.• Solutions Oriented, supporting one-call-resolution. Use tools, knowledgebase, and communication skills to effectively research and transmit accurate information with a goal of resolving the Employee’s reason for contact.• Demonstrate excellent voice quality, inflection and present a professional, courteous, patient demeanor. Maintain a confident, friendly and helpful tone in conversation.• Strong Windows 10 and Windows related network experience desired. • Take ownership in assisting, researching, resolving, or escalating Employee issues.• Verbally de-escalate and handle difficult Employee situations.• Understand and implement new information and procedures efficiently and professionally.• Understand detailed policies and procedures and explain these to the Employee in a manner which is easily understood.• Utilize multiple systems to access Employee information, research issues, educate and solve the Employee’s reason for contact.• Accept and implement Quality and Performance Management Coaching / Feedback.• Handle and hold secure confidential and sensitive Employee information.• Diligently and accurately document Employee records and cases.• May be asked to assist with other program support including email, web chat, co-browse, outbound and other support initiatives.