Benefits:

Company parties

Employee discounts

Wellness resources

Position Summary:

The Operations Support Install Representative position is responsible for providing a world class experience to Jackson Hewitt Franchise offices and corporate employees by answering technical calls related to Windows 10/11 software in a workgroup environment. Ability to resolve computer Hardware, Peripherals, Network and Software issues in a Work at Home Contact Center environment.

You will resolve 1st Tier level interactions via chat or escalating to Tier 2 upon Caller’s request or applicable resolution path.

We offer compensated training on our proprietary software

Essential Duties and Responsibilities:

· 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 caller’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 10/11 and related network experience in a peer-to- peer Windows Workgroup environment needed.

· Assisting, researching, resolving, or escalating Callers issues.

· Understand detailed policies and procedures and explain these to the Caller in a manner which is easily understood.

· Verbally de-escalate and handle difficult Employee situations.

· Take ownership in assisting, researching, resolving, or escalating caller’s issues.

· Excellent computer navigation and data entry skills – Agents will utilize multiple systems to access

· Utilize multiple systems to access Caller’s information, research issues, educate and solve the Caller’s reason for contact.

· Accept and implement Quality and Performance Management Coaching / Feedback.

· Handle and hold secure confidential and sensitive Employee information.

· Diligence in accurately documenting Employee records and cases

· May be asked to assist with other program support including email, web chat, co-browse, outbound and other support initiatives.

· May be asked to achieve a basic level of income tax preparation knowledge

Qualifications and Skills:

· High School Diploma or GED required.

· Strong Windows 10/11 and Windows related network experience.

· Prior experience with Windows Networking required.

· Knowledge of Printers and Scanners configured in a Windows environment

· 1 to 2 years of relevant Contact Center experience.

· Must demonstrate excellent voice quality, inflection and present a professional, patient demeanor and the ability to maintain a confident, and helpful tone in conversation. Bilingual Spanish a plus.

· Excellent computer navigation and data entry skills

· Proficiency with learning new technology and system applications.

Physical demand and work effort:

· Minimum 35 WPM

· Constant mental and/or visual attention; the work is either repetitive or diversified requiring constant alertness in a Work Contact Center environment.

· Compliance with company attendance standards.

· Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties and Responsibilities:

Other duties, assignments and specific projects may be assigned at the discretion of management. Performance is measured against the duties and responsibilities listed in this job description and other assigned duties.

PTIN Certification: Yes

By submitting this form, I hereby acknowledge that most Jackson Hewitt locations are operated by independent franchisees and not Jackson Hewitt or its affiliates. I further acknowledge that franchisees are independent employers and separate companies and employers from Jackson Hewitt Inc., and set their own employment policies and practices. Franchisees are the exclusive employer of their employees and as such are solely responsible for all employment-related matters and decisions in their locations. Specifically, with regard to employees of franchisees, such franchisees, and not Jackson Hewitt, will have exclusive control over all employment-related decisions, including decisions concerning hiring, firing, wages, conditions of employment, discipline, staffing, or any other day-to-day employment issue. Jackson Hewitt Inc. will have no obligation or right to control any franchise employment issue relating to employees of a Jackson Hewitt franchisee. By applying for a job at a franchise-operated location, I understand that the information I provide will be forwarded to the franchisee in order for that organization to reach out to me and process and evaluate my application. I acknowledge that Jackson Hewitt will not receive a copy of my employment application and will have no involvement in any employment decisions regarding me, including whether I receive an interview or whether I am hired to work for the franchisee. I understand that I need to contact the relevant franchisee for information about its privacy practices. Any communications opt-out that I submit in any franchisee’s job application process is specific to that franchisee and will not be communicated to any other entity.