Product Support Specialist

1 week 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. As a key member of our customer support team, you will be responsible for providing exceptional support to external users of our cloud-based products.

Key Responsibilities
  • Customer Support: Respond to customer inquiries via phone, ticketing, and live-chat, providing program walkthroughs, login assistance, and handling other support requests.
  • Troubleshooting: Troubleshoot issues and utilize internal tools to provide accurate information in response to product and form-specific inquiries.
  • Documentation: Document support requests and customer interactions.
  • Escalation Handling: Research and interpret errors for proper escalation handling, communicating with second-level Support staff to resolve complex issues.
  • Task Management: Manage SalesForce and Zendesk tickets to ensure timely resolution of customer issues.
  • Additional Responsibilities: Complete projects and other duties as assigned.
Qualifications & Experience
  • Education: High school diploma or equivalent combination of education and experience.
  • Technical Aptitude: General technical aptitude and comfort with online applications and navigation.
  • Attention to Detail: Attention to detail and ability to multitask.
  • Web Browser Knowledge: Knowledgeable of various web browsers, clearing cache/cookies, and general browser settings.
  • Communication Skills: Professional oral and written communication skills with the ability to relay technical descriptions to an audience with varying levels of technical ability.
  • Confidentiality: Respect for, and commitment to, securely and confidentially handling customer information.
  • Keyboarding Skills: Basic to proficient keyboarding/typing skill.
  • Critical Thinking: Critical thinking and problem-solving skills.
  • Composure: Maintain composure and effectiveness in a fast-paced environment.
Working Conditions

The work environment is a general office setting with adequate lighting and temperature. The position 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


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