Help Desk Tech

Neighborly Company; Waco, Northern (TX, KY); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Hybrid schedule

Benefits package

Annual bonus opportunities

Job summary

Neighborly is seeking a Help Desk Tech to provide first-level support for franchise-facing technology used across our brands. You will respond to requests by phone, email or chat, log details, and drive timely resolutions in line with SLA while maintaining a professional tone.

The hybrid role combines in-office work at 1010 N University Parks Dr, Waco, TX with remote days. You will assist with testing and documentation of new products, and contribute to a supportive customer-service environment.

Qualifications

• Associates degree preferred but not required.
• Experience in customer service environment.
• Familiarity with Windows 10+ and web browsers.
• Experience with QuickBooks Online is a plus.

Responsibilities

• Provide first-level support for franchise technology.
• Respond to tickets via phone, email, or chat and document resolutions.
• Ensure SLA targets are met with timely issue resolution.
• Assist with testing and documentation of new products.

Skills

Customer Service

Windows OS

Web Browsers

Communication

Time Management

Problem Solving

Multitasking

Active Listening

Education

Associates Degree

Tools

QuickBooks Online

Ticketing Systems

POS Systems

Job description

## **Help Desk Tech**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. ## **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* Patience* Active 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.*