About The Role

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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