Help Desk Tech
About The Position
The Help Desk Tech provides first-level support for franchise-facing technology used by Neighborly’s franchise brands. The role evaluates end-user needs, diagnoses and resolves issues, and responds promptly to customer requests and complaints through phone, email, and chat. It includes documenting and monitoring issues through resolution, supporting customers with product training and expertise, and delivering training or support through GoToMeeting webinars when needed. The position also assists with testing and documenting new products or enhancements. This is a full-time hybrid role based in Waco, Texas, with a Monday–Friday schedule of 8:00 AM–5:00 PM CT. Some weekend work is required. Pay is commensurate with experience. Neighborly offers comprehensive benefits and mentions equity and bonus opportunities.
Requirements
- Customer service experience or capability.
- General knowledge of Windows environments, including Windows 10 or newer.
- General knowledge of web browsers such as Google Chrome and Microsoft Edge, including their basic settings and options.
- Strong computer literacy, particularly with software knowledge and use.
- Diagnostic and analytical skills for software.
- Professional tone and phone and email presence, with clear communication ability.
- Ability to work well under pressure and meet required timelines.
Nice To Haves
- General knowledge of Intuit QuickBooks Online.
- General knowledge of ticketing systems and documentation.
- General knowledge of point-of-sale systems.
Responsibilities
- Provide first-level support for franchise-facing technology used by Neighborly franchise brands.
- Support internal and external customers with product training, knowledge, and expertise.
- Respond to support requests by phone, email, and chat.
- Diagnose, research, and resolve software and technology issues, using good judgment and timely communication.
- Document support requests, internal research, and resolutions in the appropriate ticketing system.
- Monitor issues and ensure they are resolved promptly in accordance with service-level agreements.
- Deliver training and support through GoToMeeting webinars when required.
- Assist with testing and documentation of new products or enhancements.
Benefits
- Comprehensive benefits offerings are available through Neighborly.
- Equity and bonus opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
