Summary
Seasonal Technical Support Agents are on the front line helping Greenshades customers navigate our payroll, HR, and tax software during our year-end peak season. You will resolve issues efficiently, deliver exceptional service, and ensure clients feel supported and confident in using our solutions. This is a fast-paced, high-volume role where attention to detail, empathy, and problem-solving skills are key.
Key Responsibilities
- Frontline Support: Provide responsive, professional support via phone, email, and live chat for payroll, year-end tax filings, and software troubleshooting.
- Issue Resolution: Accurately log, triage, and resolve support cases in a timely manner, escalating when appropriate.
- Training & Walkthroughs: Guide clients through workflows, including year-end processes, either ad hoc or in scheduled sessions.
- Customer Satisfaction: Maintain a positive and empathetic approach to reduce customer frustration during high-stress year-end periods.
- Collaboration: Work closely with peers and leads to identify trends, share best practices, and improve support processes.
Qualifications & Requirements
- Technical Aptitude: Strong computer skills and ability to learn new software platforms quickly (experience with SaaS, payroll, tax, or HR systems a plus).
- Customer Service Experience: 1+ years in technical support, call center, or customer service role (high-volume environment).
- Communication Skills: Clear, professional phone presence and excellent written skills (grammar, spelling, tone).
- Problem Solving: Ability to troubleshoot common software issues, guide users through workflows, and de-escalate frustrated clients.
- Reliability: Must have consistent, high-speed internet and a distraction-free environment for taking calls.
- Self-Starter: Dependable, organized, and able to manage workload with minimal supervision.
- Flexibility: Availability to work extended hours, evenings, and weekends as needed during year-end peak.
What We Offer
- Seasonal role (typically November – February, with potential extension).
- Paid training on Greenshades software and year-end processes.
- Remote work with flexible shifts to cover high-volume periods.
- Opportunity to gain experience supporting mission-critical payroll and tax processes at scale.
Ideal Candidate Profile: You thrive in high-energy, fast-paced environments. You are calm under pressure, love helping customers, and enjoy solving problems. You have prior experience in technical support or payroll/tax season roles and are excited about being part of a team that helps businesses close out their year successfully. You are aligned with our Core Values of Trust, Accountability, Ruthless Prioritization, Urgency & Impact.
This is a remote position.
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