Support Desk Technical Representative-October 2024

October 9, 2024

WHO WE ARE

Netfor provides worry-free customer care for business consumers and technology users. Customers engage with Netfor by phone, email, social media, and online chat to receive world-class customer service, help desk support, order fulfillment, and field services.

Founded in 1995, Netfor supports tens of thousands of customers at businesses in more than 6,000 locations across the U.S., Europe, Mexico, and Canada.

HOW NETFOR WILL HELP YOU GROW AND SUCCEED

A launching point for your career and life goals
Gain experience in multiple industries, platforms, and software
Help you develop a career path as well as provide mentoring and training
Opportunities to work on special projects with our clients
Provide opportunities internally for advancement
Expose you to well over a hundred applications, platforms, and systems across a variety of industries including medical, retail, b2b, etc.

HOURS AND LOCATION

This is a 100% Remote Job (Work from Home) and we actively hire in 12 states, for consideration, you must reside in one of these 12 states and answer this on your application. Hours range from 32-40 hours a week for 1st or 2nd shifts and able to work weekends (5 working days a week), weekends will be required after training. Netfor operates 24 hours a day 7 days a week.

Training will be on Monday-Friday for 2-3 weeks on 1st shift (for all openings).

JOB RESPONSIBILITIES SUMMARY

Working with a great team of peers, you would identify, diagnose, and resolve technical support issues for users of technology under a variety of settings via our knowledge base articles.

Provide one-on-one customer problem resolution and support over the phone working directly with the customer and/or remotely assisting our clients via remote control screen sharing software. In addition to providing technical support, this role provides support for instructional calls, questions and answer calls, and handling all other customer issues by performing questions/problem diagnoses, searching knowledge-base articles, and guiding users through step-by-step solutions in a call center environment. All inbound telephone support (no cold calling or sales)

KEY DUTIES AND RESPONSIBILITIES

Provide timely and accurate information to incoming customer questions
Answering phone calls for customers needing technical assistance
Provides timely feedback to the company regarding service issues or customer concerns.
Thrives on getting positive customer satisfaction survey comments.
Assist customers with basic technical troubleshooting (point of sale systems, hardware, and software)
Processes customer orders/changes/returns according to established department policies and procedures.

KNOWLEDGE, SKILLS, AND ABILITIES:

Single point of contact resolver
Ability to identify and reroute technical issues as needed
Ability to talk and type at least 35 words per minute
Strong and efficient communication skills
Strong ability to multi-task
Ability to identify the root cause
Ability to handle calls with professionalism, sensitivity, and diplomacy under pressure.
Must be independent, motivated, and innovative. Must be confident and flexible.
Ability to work 100% from within our knowledge base without deviation
Punctuality with a positive attitude
Microsoft Office proficiency
Experience with troubleshooting Windows operating systems, multi-function printers, and networking a plus
Show up on time and display a positive attitude
Must have the ability to work with a diverse client base and use both technical and customer service skills
Must have a desktop or laptop (MAC, Tablets, Winbooks, Smart devices, Windows Mini PCs, Chromebook, and Android systems are NOT compatible) We do not accept MacOS Operating System -Windows 10 For Windows Systems RAM or Memory - 8GB or higher
Processor - I5 9500 or Ryzen 3 3100 or higher SSD 256GB or higher with at least 100gb of free space.

EDUCATION / CERTIFICATIONS

The preferred applicant will have at least one technical or customer service certification if all other qualifications noted above are not met. A+, CompTIA, or similar certification preferred.

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