Customer Support l

Job Description

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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