JOB BRIEF

At GreenSlate, we prioritize our clients' needs, knowing that our customer service sets us apart from the competition. We're looking for an outgoing individual with a passion for technology and a desire to provide an exceptional level of service to join our growing team.  You'll be responsible for supporting our VIP clients while maintaining empathy for their needs and providing them with a friendly, positive, and knowledgeable experience. The goal is to ensure that all current and potential users of the company software have the information and tools they need, and an understanding of GreenSlate's green initiative. 

WHO WE ARE

GreenSlate is the fastest-growing provider of technology and business solutions for media productions. We provide the most advanced technology for production accounting and entertainment payroll. Our innovative cloud-based platform is evolving the entertainment industry’s back-office by replacing inefficient paper-based processes with digital solutions. The studios, film franchises, independent producers, and content creators we serve benefit from greater efficiencies, better access to data, and cost savings, and they minimize their impact on the environment. GreenSlate offers a full range of payroll, software application, production accounting, tax credit management, ACA compliance & benefits, production insurance, and consulting services. To learn more about the productions we partner with, please visit gslate.com.

WHAT WE EXPECT FROM YOU

• Assist clients with quickly ramping up and getting the most value from our products.
• Meet with new clients to determine setup needs and relay the specifications to Project Setup.

• Perform QA on all completed setups for assigned clients before granting access.

• Provide one onboarding training for new clients.
• Work in the Technical Account Management Intercom pipeline supporting VIP clients via phone and email, with a sense of urgency and exemplary customer service.
• Complete approval flow and access updates after initial setup as well as ensuring setup checklists are updated as needed. 
• Assist in dedicated VIP Slack Channels.
• Partner with the Account Manager to meet with clients weekly or biweekly and ensure all aspects of setup, training, and support are completed in a timely manner from prep through wrap.
• Assist the Account Manager with Monthly or Quarterly check-in decks.
• Ensure all information regarding setups and ongoing issues for their dedicated accounts is documented so that others can reference as needed.
• Be a champion for users and collaborate with Product, Engineering, and Design to introduce new features that solve their problems.
• Spread GreenSlate's mission statement and encourage clients to improve their processes and save time by going digital for all payroll and accounting features.
• Assist with QA testing of new software releases.
• Transfer/escalate issues to other team members as required.
• Utilize Intercom help-desk software and Jira to log tickets and resolutions.
• Submit software development requests and bugs to development on behalf of users.

WHO YOU ARE 

• Bachelor's degree or higher; or 5 to 8 years of related experience and/or training; or equivalent combination of education and experience
• Customer service experience
• Passion for technology, the environment, and going green!
• The ability to deal with high volumes and work under pressure
• A desire to find the solution, not just finish the task
• Enthusiastic attitude about providing superior customer service
• Excitement to learn the ins and outs of GreenSlate software platforms
• Experience supporting accounting or other business operations software
• Knowledge of production accounting basics is a plus!
• Excellent listening and com