Help Desk Tech

Neighborly®; Waco (TX); Hybrid; USD 42,000 - 66,000; Full time

Benefits offered by this job

Competitive pay

Full-time M-F schedule

Benefits offerings

Equity and annual bonus opportunities

Job summary

Neighborly is seeking a Help Desk Tech to provide first level support for franchise-facing technology. You will respond to requests via phone, email or chat, and maintain accurate records using our ticketing system.

The role requires strong customer service, Windows and browser knowledge, and the ability to meet SLA timelines. A hybrid schedule with in-office days in Waco, TX is offered, plus benefits and potential for bonuses.

Qualifications

• Experience in customer service.
• Knowledge of Windows environments (Windows 10+).
• Familiarity with web browsers and basic settings/options.
• Knowledge of QuickBooks Online is a plus.
• Experience with ticketing systems is a plus.
• Knowledge of POS systems is a plus.

Responsibilities

• Provide first level support for franchise facing technology.
• Respond to support requests via phone, email, or chat.
• Keep accurate records of all support requests using the ticketing system.
• Ensure issues are resolved in accordance with SLA.
• Assist with testing and documentation of new products or enhancements.

Skills

Customer service

Windows knowledge

Web browsers knowledge

Time management

Communication

Patience

Active listening

Problem solving

Multitasking

Sense of urgency

Education

Associate degree

Tools

Windows

Web browsers

QuickBooks Online

Ticketing systems

POS systems

Job description

Are you looking for a placewhere you can bring your passion forsoftware and customer service? You will be responsible for first level support for all franchise facing technology in use by any of Neighborly’s franchise brands?

Welcome to Neighborly—the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your ambition to the table as we unlock new doors together, taking your career to the next level.

Bring Your Experience And Be Empowered To Innovate.

As a Help Desk Tech on the Zoreware team, a typical day for you will include:

• Support all internal and external customers with product training, knowledge and expertise.
• Respond to support requests via phone, email or chat.
• Keep accurate records of all support requests, internal research and applied resolutions using the appropriate ticketing system.
• Insure that issues are resolved in a timely manner in accordance with SLA.
• Assist with testing and/or documentation of new products or enhancements.

Bring Your Skills And Be Inspired To Achieve Success.

Experience:

• Customer Service
• General knowledge of Windows Environments (Windows 10 or newer)
• General knowledge of Web browsers (Google Chrome, Microsoft Edge) and their basic settings/options
• General knowledge of Intuit QuickBooks Online (preferred but not required)
• General knowledge of ticketing systems and documentation (preferred but not required)
• General knowledge of Point-of-Sale systems (preferred but not required)

Skills:

• Strong computer literacy skills with an emphasis on software knowledge and use
• Diagnostic and analytical skills for software
• Professional tone and phone/email presence, with clear communication ability
• Ability to work well under pressure to meet required timelines
• Proficiencies with time management
• Sense of urgency; maintain a positive attitude
• Service-oriented attitude
• Detail-oriented
• PatienceActive listening
• Problem solving
• Adaptability and ability to take direction
• Critical thinking
• Strong ability to multitask

Education:

• Associates Degree preferred but not required.

Schedule / in-office requirements:

• This is a hybrid model schedule; Monday-Wednesday in office, Thursday/Friday from home.
• Some weekends may be required
• Office location: 1010 N University Parks Dr, Waco, Tx

Bring your goals and be enabled to reach them.

• Competitive Pay: Commensurate with experience
• Schedule: Full time M-F
• Benefits: Check out our benefits offerings here
• Financial Benefits: Equity and annual bonus opportunities

Neighborly® is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal or state law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity and encouraged to be their authentic self.

Brand: Neighborly - USA Shared Services