Customer Support

Customer Support

USE (Jacksonville, FL)

We exist to transform our customers and change lives

Who We're Looking For:

Provide initial technical support to customers via inbound calls and emails by handling inquiries and troubleshooting basic technical 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.

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

What You Bring:

• Working knowledge of fundamental operations of relevant software, hardware, and other equipment

• 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.