Product Phone Support LTE

GREATLAND CORPORATION • Grand Rapids, MI

10d • $0 - $20 • Onsite

About The Position

Provides customer support to external users of Greatland’s cloud-based products by answering questions and solving problems involved with use. Interacts with customers by telephone, ticketing and live-chat. Identifies, investigates, and researches user questions and problems for professional and timely resolution utilizing all available resources.

Requirements

• High school diploma or GED or equivalent combination of education and experience.
• General technical aptitude and comfort with online applications and navigation.
• Possesses attention to detail and ability to multitask.
• Knowledgeable of various web browsers, clearing cache/cookies, and general browser settings (i.e., extensions, plugins, etc.).
• Professional oral and written communication skills with the ability to relay technical descriptions to an audience with varying levels of technical ability and understanding.
• Respect for, and commitment to, securely and confidentially handling customer information.
• Basic to proficient keyboarding/typing skill.
• Possesses critical thinking and problem-solving skills.
• Maintains composure and effectiveness despite significant spike in work volume and customer urgency surrounding information return filing deadlines.
• Comfort with receiving inbound phone calls from, and placing outbound phone calls to, customers.

Nice To Haves

• Greatland phone etiquette
• Greatland chat etiquette
• Zendesk monitoring etiquette
• Product overview and use of excel data template, including layout, function, troubleshooting, export and import process, etc.
• Internal resources to assist in answering customer questions, including what the resources are, where to find them, when to use them, and their features, functions, layout, etc.
• Functionality of various tax form types, including when to use and key issues customers have with use
• Pricing structure for E-file services

Responsibilities

• Responds to both inbound and outbound calls, tickets and live-chats for Greatland’s cloud-based products by providing program walkthroughs, login and new account creation assistance, and handling other customer support requests.
• Troubleshoots issues and utilizes internal tools to provide accurate information in response to product and form-specific inquiries.
• Properly documents support requests and customer interactions.
• Troubleshoots data import issues and explains necessary steps to resolve import errors to the customer so that the customer can successfully achieve import of data to product.
• Researches and interprets errors for proper escalation handling; communicates with second-level Support staff to resolve more in-depth issues.
• Manages SalesForce and Zendesk tickets to ensure customers are communicated with and issues are resolved in a timely fashion.
• Completes projects and other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED