Desktop Technician Intern or LTE

About the position

The Desktop Technician Intern or LTE position at Greatland Corporation is a seasonal role focused on providing customer support for the Yearli Desktop product. The intern will assist external users by answering questions, troubleshooting issues, and ensuring timely resolution of technical problems. This role requires effective communication and problem-solving skills, as well as the ability to manage customer interactions through various channels.

Responsibilities

• Responds to inbound and outbound calls and tickets to provide program walkthroughs, tax form creation, e-file assistance, and resolve technical issues.
• Troubleshoots issues and utilizes internal tools to provide accurate information in response to product and form-specific inquiries.
• Installs and uninstalls various components for customers as necessary.
• Troubleshoots data import issues and explains necessary steps to resolve import errors to customers.
• Researches and interprets errors for proper escalation handling by mid-level support and communicates with them to resolve more in-depth issues.
• Manages SalesForce and Zendesk tickets to ensure timely communication and resolution of customer issues.
• Completes projects and other duties as assigned.

Requirements

• Pursuing an Associate Degree or equivalent from a two-year college or technical school or equivalent combination of education and experience.
• Attention to detail and ability to multitask.
• Experience with various computer setups, operating systems, browsers, and Windows OS (versions 7, 8, 10, and 11).
• Professional oral and written communication skills with the ability to relay technical descriptions to a varied audience.
• Respect for and commitment to securely and confidentially handling customer information.
• Basic to proficient keyboarding/typing skills.
• Critical thinking and problem-solving skills.
• Ability to maintain composure and effectiveness during high work volume and customer urgency.

Benefits

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