Customer Support l

About the role

Entry-level customer-support position that handles inbound calls and emails, troubleshoots basic product-related issues, and escalates complex cases to functional or technical analysts. This role is not IT-related.

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

Requirements

• 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).

Schedule

• Jacksonville, FL office: 10 am – 7 pm EST
• Highlands Ranch, CO office: 8 am – 5 pm MDT