Hybrid Franchise Tech Support Specialist

Dwyer Franchising LLC; Waco (TX); Híbrido; USD 42.000 - 56.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Comprehensive benefits offerings

Equity and bonus opportunities

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer Service

Windows OS

Web browsers

Software knowledge

Diagnostic skills

Communication

Pressure handling

Herramientas

Intuit QuickBooks Online

Ticketing systems

POS systems

Descripción del empleo

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.