Seasonal Product Phone Support

Job Description

Job Description

Seasonal Product Phone Support Representative (December 2026 - February 2027) - Green Bay, WI & Grand Rapids, MI

Are you a customer-focused problem solver who enjoys helping others and working with technology? Greatland is looking for a Seasonal Product Phone Support Representative to assist customers using our cloud-based tax reporting products. In this role, you'll provide support through phone calls and ticketing systems while helping customers navigate products, troubleshoot issues, and successfully complete their filing processes.

This seasonal position begins in December 2026 and is expected to continue through early February 2027 , depending on business needs.

What You'll Do

• Provide exceptional customer service through inbound and outbound phone calls and support tickets.
• Assist customers with account setup, login issues, product navigation, and general support requests.
• Guide customers through product features and processes to ensure successful use of Greatland's cloud-based solutions.
• Troubleshoot product, browser, and data import issues and provide clear resolution steps.
• Research customer concerns using internal tools and resources to deliver accurate information.
• Document customer interactions and support requests accurately and thoroughly.
• Escalate complex issues to second-level support teams and collaborate on resolutions.
• Manage Salesforce and Zendesk tickets to ensure timely communication and issue resolution.
• Support additional projects and team initiatives as assigned.

What We're Looking For

• High school diploma or GED, or an equivalent combination of education and experience.
• Strong technical aptitude and comfort learning and navigating online applications.
• Excellent attention to detail and ability to multitask in a fast-paced environment.
• Familiarity with web browsers, browser settings, extensions, and troubleshooting techniques such as clearing cache and cookies.
• Strong written and verbal communication skills with the ability to explain technical information to users of varying experience levels.
• Effective critical thinking and problem-solving abilities.
• Commitment to handling confidential customer information securely and professionally.
• Basic to proficient typing and keyboarding skills.
• Ability to remain calm, professional, and productive during periods of high call volume and customer urgency.
• Comfortable receiving inbound customer calls and making outbound customer calls as needed.

Schedule

• Monday through Friday during standard business hours.
• Additional scheduling flexibility may be required in January to support extended customer service hours between 8:00 AM and 7:00 PM CT .

Training Provided

No prior tax software experience? We've got you covered. New hires receive paid training on:

• Greatland phone etiquette
• Zendesk ticket management and monitoring
• Product functionality and navigation
• Excel data imports and troubleshooting
• Internal support tools and customer resourceschat
• Tax form types and common customer questions
• E-file service pricing and related customer inquiries

Work Environment

• Office-based work environment.
• Primarily sedentary role with occasional standing and walking.
• Standard office equipment and technology provided.
• No travel required.

Additional Information

• Hourly, non-exempt position, eligible for overtime pay
• No supervisory responsibilities
• Employment is contingent upon successfully passing a background check and drug screen.
• Benefits: Flexible and holidays off! Daily snack cart, monthly breakfast, and weekly lunches in January

If you enjoy helping customers, solving technical challenges, and working in a collaborative environment, we'd love to hear from you!