289 Answering Customer Inquiries jobs in Hilliard

Customer Support Specialist

• Are you a customer service enthusiast who loves solving complex problems?

• Do you have a keen eye for detail and excellent analytical skills?

• Would your friends describe you as a self-starter who takes pride in your work and enjoys collaborating with others?

If so, we have an exciting opportunity for you at The Greentree Group!

WHO WE ARE

The Greentree Group is a dynamic, innovative, and thriving company that specializes in delivering advanced technology solutions to federal, state, and commercial clients. With a team of highly skilled professionals, we provide cutting-edge services and are always pushing the boundaries of what’s possible.

What sets us apart is our commitment to excellence and our passion for the work we do. At The Greentree Group, we are driven by a shared sense of purpose and a desire to make a difference in the lives of people around us. Whether it's helping our clients achieve their goals, developing innovative solutions to complex problems, or giving back to the community, we are dedicated to making a positive impact.

We also believe in investing in our people and providing them with opportunities for growth, development, and advancement. We offer a dynamic and supportive work environment, a culture of continuous learning, and a wide range of benefits and perks that promote work-life balance and personal well-being.

Whether you're a seasoned expert or just starting out in your career, if you're passionate about technology, committed to excellence, and eager to take on new challenges, we want to hear from you!

ABOUT THE OPPORTUNITY

As a Customer Support Specialist, you will have the opportunity to work with cutting-edge technologies and collaborate with a talented team of professionals. Your role will be critical in supporting our Customer in Reynoldsburg, OH. Join us and be part of our mission to make a difference!

SOME RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

• Provide Enterprise Customer Service Center support, which includes handling inbound calls and email inquiries to ensure customer needs are identified, addressed, and documented in the appropriate system.

• Aiding users in executing system functions and navigating business processes.

• Providing guidance to stakeholders on completing tasks correctly.

• Executing case management duties on tactical tasks and activities.

• Providing documentation support.

• Providing high-level and in-depth analysis of customer care processes.

• Support teammates in a collaborative work environment.

MINIMUM QUALIFICATIONS:

• Bachelor's Degree in a related field. Experience in lieu of degree may be considered.

• Minimum one (1) to three (3) years' experience in a business environment.

• Strong customer service and support skills.

• Provide accuracy and consistency through thoroughness in all details and tasks.

• Exceptional organizational and time management skills.

• Ability to work well independently and as part of a team.

• Strong problem-solving, analytical and communication skills.

• Excellent written and oral communications skills.

• Candidates must be U.S. Citizens.

DESIRED QUALIFICATIONS:

• Help Desk software experience.

• Experience in issue escalation, resolution, and de-escalation techniques.

• Proficiency in MS Office including Excel, Word, PowerPoint, and Access.

• Previous experience in a Consulting capacity.

We believe in fostering a positive, inclusive culture that values diversity, teamwork, and personal growth. With opportunities for advancement and a supportive community of colleagues, The Greentree Group is the perfect place to build your career. Learn more about us at Please note that this role may require a National Agency Check (NAC) and/or background check, and relocation assistance is not available at this time.

Greentree is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, national origin, age, sexual orientation, gender identity, genetic information, or status as a qualified individual with a disability or protected veteran.

Compensation / Salary Range: Greentree adheres to federal, state, and local regulations. This is a Full-Time, Salary, Exempt position. The following salary range is what we reasonably expect to pay but is contingent and subject to a variety of factors, including but not limited to years of experience, education, certification(s), training, specialized skills, responsibilities, etc.

Salary Range: $45,000 to $55,000

Bonuses: Greentree has an employee referral bonus, as well as employee bonuses based on employee contributions and Greentree’s yearly performance.

Top Benefits

Core Benefits 100% paid by Greentree: Employee Medical Premium on the High Deductible Health Plan (HDHP), Basic Life Insurance and AD&D, Short-Term Disability (STD), Long-Term Disability (LTD), Health Reimbursement Account (HRA), 401(k) Match, Job-Related Certifications, and Training Programs.

Elected Benefits: Medical, Dental, Vision, HSA, FSA, Voluntary Term Life, 401(k) (Roth and Pretax available)

Time Off: PTO, Flexible Schedules, Holidays and Paid Parental Leave: Work-life balance is important – we all enjoy some time off for rest and relaxation! Employees receive a very generous amount of PTO which is granted on start date, plus the ability for quick escalation to the next tier. Flexible/hybrid working schedules and 11 paid holidays, in addition to paid parental leave round out the work-life balance benefits.

Paid Training and Development: We encourage and support ongoing employee learning and development, consistent with needs of the company, its clients, and markets. Greentree is committed to paying the cost for job-related certifications and/or training programs. In conjunction with management/employee communication and discussions regarding performance and goals, employees are expected to seek out and pursue development opportunities to meet emerging organizational skill requirements in combination with their own personal growth needs. Greentree also makes job-related tuition reimbursement contributions for those in higher-level education programs.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide accurate information about products, services, order status, and company policies.
• Troubleshoot and resolve customer issues, complaints, and technical problems with patience and efficiency.
• Escalate complex issues to appropriate departments or team leads when necessary.
• Document all customer interactions and resolutions in the CRM system.
• Identify trends in customer inquiries and provide feedback to management for service improvement.
• Educate customers on product features and benefits to enhance their experience.
• Process returns, exchanges, and refunds according to company guidelines.
• Build rapport and trust with customers through effective communication and problem-solving.
• Maintain a high level of customer satisfaction by meeting and exceeding service expectations.
• Assist in training new customer support representatives.
• Proactively seek opportunities to improve customer support processes and resources.

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Proven experience in customer service, technical support, or a related field (1-2 years preferred).
• Excellent verbal and written communication skills.
• Strong active listening and empathy skills.
• Proficiency in CRM software and ticketing systems (e.g., Zendesk, Salesforce).
• Ability to multitask and manage time effectively in a remote environment.
• Strong problem-solving and conflict-resolution abilities.
• A positive attitude and a passion for helping people.
• Reliable high-speed internet connection and a quiet, dedicated workspace.
• Ability to work flexible hours, including some evenings and weekends, as needed.

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Provide accurate information about products, services, and policies.
• Troubleshoot and resolve customer issues efficiently and effectively.
• Guide customers through product usage and feature explanations.
• Maintain detailed records of customer interactions and resolutions in the CRM system.
• Escalate complex issues to appropriate departments for resolution.
• Identify and report trends in customer inquiries and feedback.
• Contribute to the development of customer support knowledge base articles.
• Ensure a high level of customer satisfaction in every interaction.
• Adhere to company policies and procedures for customer service.

• High school diploma or equivalent; some college or associate degree preferred.
• Previous experience in customer service or a related field.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patience, empathy, and a customer-centric attitude.
• Ability to multitask and manage time effectively.
• Proficiency in computer systems and CRM software.
• Ability to work independently and as part of a team.
• Adaptability to changing procedures and customer needs.

• Responding to customer inquiries in a timely and professional manner via multiple communication channels.
• Diagnosing and resolving technical issues and providing step-by-step guidance.
• Processing customer requests, such as order modifications, returns, and account updates.
• Documenting all customer interactions and resolutions accurately in the CRM system.
• Identifying and escalating priority issues to the appropriate internal teams.
• Gathering customer feedback and reporting trends to improve products and services.
• Adhering to company policies and procedures to ensure data privacy and security.
• Participating in team meetings and training sessions to enhance product knowledge and support skills.
• Consistently meeting or exceeding key performance indicators (KPIs) for customer satisfaction and resolution times.

• Provide expert-level technical support to customers via phone, email, and chat regarding our software products and services.
• Diagnose and troubleshoot complex technical issues, identifying root causes and implementing appropriate solutions.
• Escalate unresolved issues to appropriate internal teams (e.g., engineering, product management) and ensure timely follow-up and resolution.
• Develop and maintain comprehensive documentation, including knowledge base articles, FAQs, and troubleshooting guides.
• Assist in training new customer support representatives, sharing best practices and product expertise.
• Monitor customer support tickets and service level agreements (SLAs) to ensure prompt and efficient response times.
• Gather customer feedback and identify trends to provide insights for product improvement and service enhancements.
• Build strong relationships with customers, acting as a trusted advisor and advocate for their needs.
• Proactively identify opportunities to enhance the customer experience and improve support processes.
• Contribute to a positive and collaborative team environment.

• Associate's or Bachelor's degree in Computer Science, Information Technology, Business, or a related field; equivalent work experience will be considered.
• Minimum of 4 years of experience in technical customer support, preferably in a software or SaaS environment.
• Proven ability to troubleshoot and resolve complex technical issues related to software applications.
• Excellent understanding of customer service principles and best practices.
• Strong analytical and problem-solving skills, with meticulous attention to detail.
• Exceptional communication, interpersonal, and active listening skills.
• Proficiency with CRM software (e.g., Zendesk, Salesforce Service Cloud) and ticketing systems.
• Ability to explain technical concepts clearly to non-technical users.
• Demonstrated ability to manage multiple priorities and work effectively under pressure.
• A proactive approach to identifying and resolving customer issues.
• Experience supporting retail management software is a strong asset.

• Provide advanced technical and non-technical support to customers via multiple channels (phone, email, chat).
• Troubleshoot and resolve complex customer issues related to product functionality and integration.
• Escalate critical issues to Tier 2/3 support or engineering teams, ensuring timely resolution.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Identify recurring customer issues and provide feedback to product development and engineering teams for improvement.
• Mentor and coach junior customer support representatives, fostering a culture of excellence.
• Assist in onboarding and training new support team members.
• Analyze support metrics and identify trends to improve customer satisfaction and operational efficiency.
• Contribute to proactive customer outreach and engagement initiatives.
• Ensure adherence to service level agreements (SLAs) and company support standards.

• Associate's or Bachelor's degree in a relevant field, or equivalent work experience.
• Minimum of 4 years of experience in customer support, technical support, or helpdesk roles.
• Proven experience in troubleshooting complex technical problems.
• Excellent verbal and written communication skills, with a professional and empathetic demeanor.
• Strong active listening and problem-solving abilities.
• Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to manage multiple priorities and work effectively under pressure.
• Experience with remote support tools and technologies.
• Previous experience mentoring or leading a support team is highly desirable.
• Must be a self-starter with the ability to work independently in a remote environment.