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 researches issues, and responds promptly to support requests by phone, email, and chat. It documents and monitors requests through resolution, ensuring issues are handled within service-level agreements and to customers’ satisfaction. The team may also deliver training and support through GoToMeeting webinars. The role supports internal and external customers with product training and expertise and may assist with testing or documenting new products and enhancements. This is a full-time hybrid position based at the Waco, Texas office, with a Monday–Friday schedule from 8:00 AM to 5:00 PM CT. Some weekend work is required. Pay is commensurate with experience. Comprehensive benefits are available, along with equity and bonus opportunities.
Requirements
- Customer service skills.
- General knowledge of Windows environments, including Windows 10 or newer.
- General knowledge of web browsers, including Google Chrome and Microsoft Edge, and their basic settings and options.
- Strong computer literacy, with an emphasis on 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 to 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.
- Identify, research, diagnose, and resolve customer issues and complaints.
- Document and monitor support requests, internal research, and resolutions in the appropriate ticketing system.
- Resolve issues in a timely manner in accordance with service-level agreements.
- Deliver training and support through GoToMeeting webinars when needed.
- Assist with testing and documentation of new products or enhancements.
Benefits
- Comprehensive benefits offerings are available through Neighborly.
- Equity opportunities.
- Bonus opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
