Product Support Specialist LTE

3 weeks ago


Grand Rapids, Michigan, United States GREATLAND CORPORATION Full time
Job Title: Product Chat Support LTE

Job Summary:

GREATLAND CORPORATION is seeking a motivated and experienced professional for the position of Product Chat Support LTE in our Green Bay, WI and Grand Rapids, MI office.

Key Responsibilities:
  • Respond to customer inquiries and provide support for Greatland's cloud-based products via live-chat and ticketing.
  • Identify, investigate, and research user questions and problems for timely resolution utilizing internal resources.
  • Document support requests and customer interactions.
  • Troubleshoot data import issues and provide necessary steps to resolve import errors.
  • Research and interpret errors for proper escalation handling and communicate with second-level Support staff.
  • Manage SalesForce and Zendesk tickets to ensure timely resolution of customer issues.
Qualifications & Experience:
  • High school diploma or equivalent combination of education and experience.
  • General technical aptitude and comfort with online applications and navigation.
  • Attention to detail and ability to multitask.
  • Knowledgeable of various web browsers, clearing cache/cookies, and general browser settings.
  • Professional oral and written communication skills.
  • Respect for and commitment to securely handling customer information.
  • Basic to proficient keyboarding/typing skill.
  • Critical thinking and problem-solving skills.
Working Conditions:

General office environment with adequate lighting and temperature.

Scope of Accountability:

This position does not have managerial responsibilities.



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