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.
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