Greatland is looking to solve the problem of providing customer support to external users of their cloud-based products
Requirements
- General technical aptitude and comfort with online applications and navigation
- Knowledgeable of various web browsers, clearing cache/cookies, and general browser settings (i.e., extensions, plugins, etc.)
- Basic to proficient keyboarding/typing skill
- Possesses critical thinking and problem-solving skills
- 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.
Responsibilities
- Responds to tickets and live-chats for Greatland 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
Other
- High school diploma or GED or equivalent combination of education and experience
- Possesses attention to detail and ability to multitask
- 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
- Maintains composure and effectiveness despite significant spike in work volume and customer urgency surrounding information return filing deadlines
