Help Desk - Customer Support l

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: Employer does not sponsor applicants for employment visa...