Desktop Technician Intern or LTE

Summary of

Key Objectives

Provides customer support to external users of the Yearli Desktop product by answering questions and solving problems involved in use. Interacts with customers by telephone, email, and remote sessions. Identifies, investigates, and researches user questions and problems for professional and timely resolution utilizing all available resources. 

Description of

Key Responsibilities

• Responds, on both an inbound and outbound basis, to calls and tickets to provide program walkthroughs,  tax form creation, e-file assistance and resolve program technical issues.
• Troubleshoots issues and utilizes internal tools to provide accurate information in response to product and form-specific inquiries as well as properly documents support requests and customer interactions. 
• Install and uninstall various components for customers, as necessary. 
• Troubleshoots data import issues and explains necessary steps to resolve import errors to the customer so that the customer can successfully achieve import of tax form data to product.
• Researches and interprets errors for proper escalation handling by mid-level support; communicates with mid-level support staff to resolve more in-depth issues.
• Manages SalesForce and Zendesk tickets to ensure customers are communicated with timely and issues are resolved in a timely fashion.
• Completes projects and other duties as assigned.

Qualifications & Experience

• Pursuing an Associate Degree or equivalent from two-year college or technical school or equivalent combination of education and experience.
• Possesses attention to detail and ability to multitask.
• Experience with a variety of computer setups, operating systems, browsers, clearing cache/cookies, firewalls, Windows OS (versions 7, 8, 10 and 11), VMWare and Remote Connections.
• 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. 

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 Desktop Support

• Greatland phone etiquette
• Email/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