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RF-SMART Linkedin · Posted 3d ago

Customer Support l

Jacksonville, Florida, United States

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Indexed 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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