Product Phone Support LTE

Job Description

Job Description

Summary of

Key Objectives

Provides customer support to external users of Greatland’s cloud-based products by answering questions and solving problems involved with use. Interacts with customers by telephone. Identifies, investigates, and researches user questions and problems for professional and timely resolution utilizing all available resources.

Description of

Key Responsibilities

• Responds to both inbound and outbound calls for Greatland’s 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 escalated tickets to ensure customers are communicated with and issues are resolved in a timely fashion.
• Completes projects and other duties as assigned.

Qualifications & Experience

• High school diploma or GED or equivalent combination of education and experience.
• General technical aptitude and comfort with online applications and navigation.
• Possesses attention to detail and ability to multitask.
• Knowledgeable of various web browsers, clearing cache/cookies, and general browser settings (i.e., extensions, plugins, etc.).
• 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.
• Basic to proficient keyboarding/typing skill.
• Possesses critical thinking and problem-solving skills.
• Maintains composure and effectiveness despite significant spike in work volume and customer urgency surrounding information return filing deadlines.
• Comfort with receiving inbound phone calls from, and placing outbound phone calls to, customers.
• Customer Service

Position Travel Requirements

None

Typical Work Schedule

Normal business hours Monday through Friday. Will have different start and end times during January to cover extended Support hours for customers (8 AM to 7 PM CT).

FLSA Status

Hourly, non-exempt position: eligible for overtime pay.

Working Conditions

General office environment. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed using standard office equipment.

Scope of Accountability

This position does not have managerial responsibilities.

Knowledge Gained from Greatland’s New Hire Training for Product Phone Support

• 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