Product Support Specialist
1 week ago
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.
- 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.
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 AccountabilityThis 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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