Customer Support l

 Customer Support (Non-IT related) 
 USE (Jacksonville, FL) 
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.
 
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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