Help Desk Support Agent

4 weeks ago

Waco, United States Neighborly Inc Full time
Help Desk Agent

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 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 live chat, email, and phone call.
  • Keep accurate records of all support requests, internal research and applied resolutions using the appropriate ticketing system, Freshdesk.
  • Ensure issues are resolved in a timely manner in accordance with Service Level Agreements (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, Safari) and their basic settings/options
  • General knowledge of Mac OSX (preferred but not required)
  • General knowledge of Intuit QuickBooks Online (preferred but not required) General knowledge of ticketing systems and documentation (preferred but not required
Skills:
  • Proficiencies with time management
  • Professional tone and phone/email presence, with clear communication ability
  • Adaptability and ability to take direction
  • Ability to work well under pressure to meet required timelines
  • Diagnostic and analytical skills for software
  • Critical thinking
  • Strong computer literacy skills with an emphasis on software knowledge and use
  • Strong ability to multitask
  • Sense of urgency; maintain a positive attitude
Education:
  • Associate degree preferred but not required.
Schedule / in-office requirements:
  • This is a hybrid model schedule - 3 days working in the office, 2 days working from home.


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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