Summary

Seasonal Technical Support Agents are on the front line helping Greenshades customers navigate our payroll, HR, and tax software during our year-end peak season. You will resolve issues efficiently, deliver exceptional service, and ensure clients feel supported and confident in using our solutions. This is a fast-paced, high-volume role where attention to detail, empathy, and problem-solving skills are key. 

Key Responsibilities 

• Frontline Support: Provide responsive, professional support via phone, email, and live chat for payroll, year-end tax filings, and software troubleshooting. 
• Issue Resolution: Accurately log, triage, and resolve support cases in a timely manner, escalating when appropriate. 
• Training & Walkthroughs: Guide clients through workflows, including year-end processes, either ad hoc or in scheduled sessions. 
• Customer Satisfaction: Maintain a positive and empathetic approach to reduce customer frustration during high-stress year-end periods. 
• Collaboration: Work closely with peers and leads to identify trends, share best practices, and improve support processes. 

Qualifications & Requirements 

• Technical Aptitude: Strong computer skills and ability to learn new software platforms quickly (experience with SaaS, payroll, tax, or HR systems a plus). 
• Customer Service Experience: 1+ years in technical support, call center, or customer service role (high-volume environment). 
• Communication Skills: Clear, professional phone presence and excellent written skills (grammar, spelling, tone). 
• Problem Solving: Ability to troubleshoot common software issues, guide users through workflows, and de-escalate frustrated clients. 
• Reliability: Must have consistent, high-speed internet and a distraction-free environment for taking calls. 
• Self-Starter: Dependable, organized, and able to manage workload with minimal supervision. 
• Flexibility: Availability to work extended hours, evenings, and weekends as needed during year-end peak. 

What We Offer 

• Seasonal role (typically November – February, with potential extension). 
• Paid training on Greenshades software and year-end processes. 
• Remote work with flexible shifts to cover high-volume periods. 
• Opportunity to gain experience supporting mission-critical payroll and tax processes at scale. 

👉 Ideal Candidate Profile: You thrive in high-energy, fast-paced environments. You are calm under pressure, love helping customers, and enjoy solving problems. You have prior experience in technical support or payroll/tax season roles and are excited about being part of a team that helps businesses close out their year successfully.  You are aligned with our Core Values of Trust, Accountability, Ruthless Prioritization, Urgency & Impact.  

This is a remote position.