Help Desk Tech

Dwyer Franchising LLC

Waco (TX)

Hybrid

USD 42,000 - 56,000

Full time

4 days ago

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Benefits offered by this job

Comprehensive benefits offerings

Equity and bonus opportunities

Job summary

Neighborly - USA Shared Services seeks a Help Desk Tech to provide first-level support for franchise-facing technology. You will diagnose issues, document resolutions, and support users via phone, email, or chat from our Waco, TX office in a hybrid setup.

The role emphasizes customer service, Windows and browser knowledge, and strong communication to resolve incidents within SLA. Training may be provided via webinars to empower franchise teams.

Qualifications

Customer service experience focused on end-user support.
Solid understanding of Windows environments (Windows 10+).
Familiarity with common web browsers and settings.
Strong software literacy and quick issue recognition.
Analytical mindset for diagnosing software problems.
Professional tone and clear written/spoken communication.
Ability to work under pressure to meet timelines.

Responsibilities

Identify, research, and resolve problems with timely responses to calls, emails, and chat requests.
Keep accurate records of support requests and resolutions in the ticketing system.
Deliver training and support via GoToMeeting when needed.
Support internal and external customers with product knowledge and expertise.
Respond to support requests via phone, email or chat and ensure SLA adherence.
Assist with testing and documentation of new products or enhancements.
Apply skills to achieve successful outcomes.

Skills

Customer Service

Windows OS

Web browsers

Software knowledge

Diagnostic skills

Communication

Pressure handling

Tools

Intuit QuickBooks Online

Ticketing systems

POS systems

Job description

Job Overview

Are you looking for a place where you can bring your passion for software 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 resolve 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

Neighborly is a local network of home service brands that will connect you to very specific vetted local experts. Our family of service professionals work with rigorous quality standards to repair, maintain, and enhance your home.

Neighborly has been in operation since 1981. Since that time—when we started with just one brand—we’ve grown to a community of over 28 global consumer brands focused on repairing, maintaining and enhancing customers’ homes and properties.

More than 40 years later, 5,500 franchise owners in six countries all over the globe now represent our service-based franchise company.

Neighborly’s Family of Home Service Brands: