Provide customer support to external users of Greatland’s cloud-based products by answering questions and solving problems involved with use.
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.
Responsibilities
- Troubleshoots issues and utilizes internal tools to provide accurate information in response to product and form-specific inquiries.
- 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 escalated tickets to ensure customers are communicated with and issues are resolved in a timely fashion.
- Provides program walkthroughs, login and new account creation assistance, and handling other customer support requests.
- Properly documents support requests and customer interactions.
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.
- Possesses critical thinking and problem-solving skills.
