Help Desk Tech

Dwyer Franchising; Waco (TX); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Comprehensive benefits

Neighborly Benefits

Equity and bonuses

Job summary

Neighborly is seeking a Help Desk Agent to provide first-level support for franchisee-facing technology across multiple brands. The role involves diagnosing issues, documenting resolutions, and ensuring timely responses via phone, email, or chat.

Responsibilities include maintaining accurate ticket records, supporting GoToMeeting-based trainings, and delivering reliable user support within SLA guidelines. This position follows a hybrid schedule in a Texas location with competitive benefits.

Qualifications

• Customer service experience in a tech-focused help desk environment.
• Solid understanding of Windows 10 or newer operating systems.
• Familiarity with common web browsers and their settings.
• Strong software literacy and ability to learn new tools quickly.
• Analytical and diagnostic skills for software issues.
• Professional phone and email communication with a helpful tone.
• Ability to stay composed and meet timelines under pressure.

Responsibilities

• Provide first-level support for franchisee-facing technology via phone, email, or chat.
• Diagnose and resolve issues; document and monitor problems for timely resolution.
• Maintain accurate records of support requests and resolutions in the ticketing system.
• Adhere to SLA timelines and quality standards in all interactions.
• Assist with testing and documentation of new products or enhancements.

Skills

Customer Service

Windows Knowledge

Web Browsers

Software Literacy

Diagnostics

Communication

Pressure Handling

Tools

Intuit QuickBooks Online

Ticketing Systems

Point-of-Sale

Job description

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 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.

Brand: Neighborly - USA Shared Services