Help Desk - Customer Support l

RF-SMART • Jacksonville, FL

7d • Onsite

About The Position

This is an entry-level support role where the primary function is to provide initial support to customers via inbound calls and emails. The role involves handling inquiries, troubleshooting basic product-related issues, gathering information to assess the nature of problems, and referring customers to support portal documentation for solutions. Complex issues will be entered as cases for functional/technical support analysts. The position requires completing routine tasks under close to moderate supervision.

Requirements

• 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

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
• Support licensing lifecycle management

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed