Customer Support Agent-May 2025-Iowa

Netfor • Ankeny, IA

244d • $16 • Remote

About The Position

Netfor provides worry-free customer care for business consumers and technology users. Customers engage with Netfor by phone, email, social media and online chat to receive world-class customer service, help desk support, order fulfillment and field services. Founded in 1995, Netfor supports tens of thousands of customers at businesses in more than 6,000 locations across the U.S., Europe, Mexico and Canada. This is a 100% Remote Job (Work from Home) and you must reside in the State of Iowa to be considered for this role. Hours range from 32-40 hours a week for 1st shift Monday-Friday (5 working days a week), weekends will be required after training. Netfor operates 24 hours a day 7 days a week. Training will be on Monday-Friday for 2-3 weeks on 1st shift (for all openings).

Requirements

• High school diploma or GED is required.
• Previous customer service experience preferred.
• Proven ability to communicate effectively both verbally and in writing.
• Ability to handle calls with professionalism, sensitivity, and diplomacy under pressure.
• Must be an independent, motivated worker, and an innovative self-starter.
• An effective communicator who understands the importance of listening and being empathetic.
• Willingness to learn new skills and ability to adjust to changes quickly.
• Must be confident and flexible.
• Ability to work 100% from within knowledge base articles, without deviation.
• Strong ability to multitask.
• Ability to talk and type at least 35 words per minute.

Nice To Haves

• Microsoft Office proficiency.

Responsibilities

• Provide customer support for instructional calls, question and answer calls, and handling of all other customer issues.
• Perform question/problem diagnosis, searching knowledge-based articles, and guiding users through step-by-step solutions in a call center environment.
• Answer phone calls with a smile and communicate directions in a user-friendly, professional manner.
• Document the issue and solution in ticketing software.
• Provide timely and accurate information to incoming customer order status and product knowledge requests.
• Process customer orders/changes/returns according to established department policies and procedures.
• Provide timely feedback to the company regarding service issues or customer concerns.
• Strive for positive customer satisfaction survey comments.

Benefits

• Starting pay is $16 an hour depending on experience, technical aptitude, typing skills.
• Great PTO plan (can accrue up to 76.96 hours/year within the first year).
• 401k.
• Health insurance.
• Dental insurance.
• Optical insurance.
• Well-rounded wellness program.
• Company paid telehealth and mental health visits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED