Customer Support l

Customer Support

Jacksonville, Florida, United States

Customer Support (Non-IT related)

USE (Jacksonville, FL) or USW Highlands Ranch, CO

We exist to transform our customers and change lives

Who We're Looking For:

Provide initial support to customers via inbound calls and emails by handling inquiries and troubleshooting basic product-related issues. Gather information to identify and assess nature of problem. Typically refer customers to support portal documentation to recommend solutions. Enter cases for complex issues to functional/technical support analysts. Entry-level support role. Completes routine tasks as directed and under close to moderate supervision. This is not an IT related position.

What You'll Do:

• Respond to customer emails and phone calls
• Troubleshoot basic issues with customers
• Log all help desk interactions
• Redirect complex issues to appropriate resources
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Stay current with system information, changes, and updates
• Document help desk processes and collaborate to achieve efficiencies
• Support licensing lifecycle management
• Must be able to work the hours of 10 am - 7 pm EST if working in the Jacksonville, FL office location
• Must be able to work the hours of 8 pm - 5 pm MDT if working in the Highlands Ranch, CO office location

What You Bring:

• Some education in the field or equivalent experience
• Good oral and written communication skills
• Ability to learn new things quickly
• Enjoys interacting with others with a sense of urgency
• Good judgement when it comes to problem analysis and problem solutions
• Easy to adapt to changing priorities and situations
• High attention to detail
• Tolerates and handles stress of deadlines and demands appropriately

Employer does not sponsor applicants for employment visa status (e.g. H-1B visa status).

General Information:
The above noted job description is not intended to be an exhaustive list of all duties and responsibilities that may be assigned, but rather to give a general sense of the responsibilities and expectations of the job. As the nature of business demands change so, too, may the essential functions of this specific position and/or the skills and abilities required.

RF-SMART is an Equal Employment Opportunity (EEO) employer.