Customer Support chez RF-SMART

 Customer Support 

 USE (Jacksonville, FL) 

We exist to transform our customers and change lives 

Summary:  

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. 

Essential Duties and Responsibilities:  

• 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 

Education and Experience:  

• 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.

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