Seasonal Product Chat Support

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

Are you tech-savvy, detail-oriented, and passionate about helping customers succeed? Greatland is seeking a Seasonal Product Chat Support Representative to provide exceptional customer service and technical support for our cloud-based tax reporting products. In this role, you'll assist customers through live chat and ticketing platforms, helping them navigate our products, troubleshoot issues, and find timely solutions.

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 customer support through live chat and support tickets for Greatland's cloud-based products.
• Assist customers with account setup, login issues, product navigation, and general product questions.
• Guide customers through product features and workflows to ensure successful use of Greatland solutions.
• Troubleshoot technical issues, product errors, and data import challenges.
• Research customer inquiries using internal resources and tools to provide accurate and timely answers.
• Document customer interactions and support requests thoroughly and accurately.
• Escalate complex issues to second-level support teams and assist with issue resolution.
• Manage Salesforce and Zendesk tickets to ensure prompt communication and follow-through.
• Complete additional projects and responsibilities 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 working with web-based 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 communication skills and the ability to explain technical information clearly to users with varying levels of experience.
• Critical thinking and problem-solving abilities.
• Commitment to maintaining confidentiality and handling customer information securely.
• Basic to proficient keyboarding and typing skills.
• Ability to remain professional, focused, and effective during periods of high customer demand and filing deadlines.

Schedule

• Monday through Friday during standard business hours.
• Schedule 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:

• Professional live chat and customer communication etiquette
• Zendesk ticket management and monitoring
• Product functionality and navigation
• Excel data import processes and troubleshooting
• Internal support tools and customer resources
• Tax form functionality and common customer support scenarios
• E-file service pricing and related customer questions

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!