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Customer Service Representative

2 months ago

Green Bay, Wisconsin, United States GREATLAND CORPORATION Full time
Job Summary

We are seeking a highly motivated and experienced professional to join our team at Greatland Corporation as a Product Support Specialist. This role will provide exceptional customer support to external users of our cloud-based products by answering questions and solving problems involved with use.

Key Responsibilities
  • Respond to customer inquiries via phone, ticketing, and live-chat, providing program walkthroughs, login assistance, and handling other support requests.
  • Troubleshoot issues and utilize internal tools to provide accurate information in response to product and form-specific inquiries.
  • Document support requests and customer interactions.
  • Research and interpret errors for proper escalation handling, communicating with second-level Support staff to resolve complex issues.
  • Manage SalesForce and Zendesk tickets to ensure timely resolution of customer issues.
  • Complete projects and other duties as assigned.
Qualifications & Experience
  • Bachelor's degree 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 with the ability to relay technical descriptions to an audience with varying levels of technical ability.
  • Respect for, and commitment to, securely and confidentially handling customer information.
  • Basic to proficient keyboarding/typing skill.
  • Critical thinking and problem-solving skills.
  • Maintain composure and effectiveness in a fast-paced environment.
Working Conditions

General office environment with adequate lighting and temperature. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time.

Scope of Accountability

This position does not have managerial responsibilities.

Knowledge Gained from Greatland's New Hire Training
  • 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