116 Support Specialist 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.

• Manage and resolve escalated customer issues, demonstrating empathy and efficiency.
• Provide comprehensive support via phone, email, and chat, ensuring timely and accurate responses.
• Develop and maintain a deep understanding of our products and services to effectively assist customers.
• Train and mentor junior support staff, sharing best practices and product knowledge.
• Identify trends in customer inquiries and provide feedback to product development and management teams to drive improvements.
• Create and update knowledge base articles, FAQs, and support documentation.
• Collaborate with other departments to ensure a unified customer experience.
• Participate in quality assurance activities to ensure service standards are met and exceeded.
• Contribute to process improvements within the customer service department.
• Monitor customer satisfaction metrics and strive to achieve top performance.

• Proven experience in a customer service or helpdesk role, with at least 2 years in a senior or lead capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong technical aptitude and ability to quickly learn new software and systems.
• Experience with CRM software and helpdesk ticketing systems.
• Ability to work independently and as part of a team.
• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Demonstrated ability to handle high-pressure situations with professionalism.
• Experience in a similar industry is a plus.
• Must be detail-oriented and possess strong organizational skills.

• Providing exceptional customer support via phone, email, and chat.
• Resolving customer complaints and technical issues efficiently.
• Training and mentoring junior customer support representatives.
• Monitoring and analyzing customer service performance metrics.
• Developing and implementing strategies to improve customer satisfaction.
• Maintaining accurate customer records and documenting interactions.
• Collaborating with other departments to address customer feedback and product improvements.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Minimum of 5 years of experience in customer service or a related field.
• At least 2 years of experience in a lead or supervisory role.
• Excellent verbal and written communication skills.
• Proficiency in customer relationship management (CRM) software.
• Strong problem-solving and critical thinking abilities.
• Ability to work independently and manage time effectively in a remote setting.
• Experience with helpdesk ticketing systems is essential.

• Provide expert-level customer support for product inquiries and technical issues.
• Troubleshoot, diagnose, and resolve customer problems efficiently and effectively.
• Manage and prioritize inbound customer service requests across multiple channels.
• Escalate complex issues to engineering, product, or other relevant teams with detailed information.
• Train and mentor junior customer support representatives.
• Develop and maintain support documentation, knowledge base articles, and user guides.
• Identify recurring customer issues and provide feedback to product and engineering teams for improvements.
• Contribute to service improvement initiatives and customer satisfaction goals.
• Handle customer escalations and ensure resolution in a timely manner.
• Maintain a high level of customer satisfaction and loyalty.

• High school diploma or equivalent; Bachelor's degree preferred.
• 3-5 years of experience in customer service, technical support, or helpdesk roles.
• Proven track record of excellent customer service and problem-solving skills.
• Strong communication, interpersonal, and active listening skills.
• Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to explain technical concepts to non-technical users.
• Experience in a hybrid work environment, balancing in-office and remote collaboration.
• Demonstrated leadership potential or experience in mentoring.

• Provide excellent customer service and technical support via phone, email, and chat.
• Troubleshoot and resolve customer issues related to products and services.
• Respond to customer inquiries in a timely and professional manner.
• Educate customers on product features and functionalities.
• Document all customer interactions and resolutions accurately in the CRM system.
• Escalate complex issues to appropriate internal teams.
• Contribute to the development of support documentation and knowledge base articles.
• Identify trends in customer issues and provide feedback to product development teams.
• Maintain high customer satisfaction ratings.
• Adhere to company policies and procedures for customer support.

• High school diploma or equivalent; some college or relevant certification preferred.
• Proven experience in customer service or technical support roles.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patient, empathetic, and customer-oriented attitude.
• Proficiency with computers, common software, and CRM systems.
• Ability to work independently and manage time effectively in a remote setting.
• Reliable high-speed internet connection and a dedicated, quiet workspace.
• Ability to learn new products and technologies quickly.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 3 years of experience in technical customer support, preferably in a software environment.
• Strong troubleshooting and problem-solving skills with a methodical approach to issue resolution.
• Excellent communication (written and verbal) and active listening skills.
• Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to explain technical concepts to non-technical users.
• Experience with software installation, configuration, and maintenance.
• Customer-centric mindset with a commitment to delivering outstanding service.
• Ability to work effectively both independently and as part of a team.
• Familiarity with SaaS products and cloud-based technologies is a plus.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Minimum of 3-5 years of experience in a customer service or technical support role.
• Proficiency with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Strong technical aptitude and ability to quickly learn new software and systems.
• Excellent written and verbal communication skills.
• Ability to remain calm and professional under pressure.
• Demonstrated ability to work independently and as part of a team.
• Experience in training or mentoring junior staff is a plus.
• A passion for delivering outstanding customer experiences.