Help Desk Tech

Neighborly®; Waco (TX); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive pay

Equity and bonus opportunities

Comprehensive benefits

Job summary

Neighborly is seeking a Help Desk Tech to provide first level support for franchisee-facing technology across our brands in a hybrid, full-time role based in Waco, TX. You will diagnose, document, and resolve end-user issues via phone, email, or chat, and may deliver GoToMeeting trainings as needed.

Typical days run Monday–Friday, 8:00 AM–5:00 PM CT with some weekend work; you will support product training, keep records using the ticketing system, and help ensure SLA targets are met while

Qualifications

• Customer service experience handling end-user inquiries.
• Knowledge of Windows environments (Windows 10 or newer).
• Familiarity with common web browsers and settings.
• Strong technical aptitude with software and diagnostic skills.

Responsibilities

• Provide first level support for franchisee-facing technology.
• Respond to requests via phone, email or chat.
• Document issues and resolutions in the ticketing system.
• Ensure timely issue resolution in line with SLA.
• Assist with testing and training via GoToMeeting when needed.

Skills

Customer Service

Windows 10

Web browsers

Software literacy

Communication

Pressure handling

Tools

Ticketing systems

Intuit QuickBooks Online

Point-of-Sale 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.

The Help Desk Tech is responsible for first level support for all franchisee facing technology in use by any of Neighborly's franchise brands. This position provides effective diagnostic evaluation of end-user customer needs and in all cases, uses good judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction. Resolution includes but is not limited to the following: Identify, research, and resolves problems, timely response to telephone calls, email and chat requests for support. The position also requires accurate documentation and monitoring of the problem to ensure a timely resolution. This team may also be called upon to deliver training and support via a GoToMeeting webinar.

Bring Your Experience And Be Empowered To Innovate.

As a Help Desk Agent on the Zorware 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.

Required Qualifications

• 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
• 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

Preferred Qualifications

• General knowledge of Intuit QuickBooks Online
• General knowledge of ticketing systems and documentation
• General knowledge of Point-of-Sale systems

Work Environment & Schedule

• Full-time, Monday–Friday, 8:00 AM–5:00 PM CT.
• Some weekends will be required
• Hybrid work model
• Office locations:
• 1010 N University Parks Drive, Waco, TX.
• Competitive Pay: Commensurate with experience.
• Benefits: Comprehensive benefits offerings available through Neighborly. Benefits: Neighborly Benefits
• Financial Benefits: Equity and bonus opportunities.

Physical Requirements

The physical demands described here are representative of those required to successfully perform the essential functions of this role. The Associate must be able to stand and sit in an office environment; see, hear, and communicate effectively; and use standard office equipment and computers. This role also requires the ability to lift and move equipment, supplies, and materials, including items weighing up to 25 pounds.

The Associate is exposed to typical office working conditions. Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions. These statements are intended to describe the general nature and level of work performed and are not an exhaustive list of all responsibilities. We reserve the right to modify this job description at any time.

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.

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Brand

Neighborly - USA Shared Services