Customer Support Specialist

About the role

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. We are driven by a shared sense of purpose and a desire to make a difference in the lives of people around us.

Responsibilities

• 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.

Requirements

• 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.
• 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.

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).
• Paid Training and Development: We encourage and support ongoing employee learning and development, consistent with needs of the company, its clients, and markets.

Pay

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

Schedule

Flexible/hybrid working schedules and 11 paid holidays, in addition to paid parental leave round out the work-life balance benefits.