Help Desk - Customer Support l

Help Desk•Customer Support l

RF-SMART

•4.6 Jacksonville, FL Job Details 1 day ago Qualifications Phone communication Computer hardware Customer support ticket management Technical troubleshooting support Escalation handling Communication skills Entry level Client interaction via phone calls Full Job Description Help Desk•Customer Support 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.

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:

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

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