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 Customer Support (Non-IT related) 

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. This is not an IT related position. 

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 if working in the Jacksonville, FL office location
• Must be able to work the hours of  8 pm - 5 pm MDT if working in the Highlands Ranch, CO office location

What You Bring:  

• 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  

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