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Client Support Specialist

2 months ago

Indianapolis, Indiana, United States Netfor, Inc. Full time
Job Overview

Netfor, Inc.
Delivering Excellence in Customer Experience
Netfor is dedicated to providing exceptional customer support for business clients and technology users. Our customers reach out to us through various channels, including phone, email, and online chat, to receive top-tier service, help desk assistance, order management, and field services.

Opportunities for Growth at Netfor:

  1. A solid foundation for your career and personal aspirations
  2. Experience across diverse industries, platforms, and software
  3. Guidance in developing a career trajectory along with mentoring and training
  4. Engagement in special projects with our clients
  5. Internal advancement opportunities
  6. Networking with the dynamic business community
  7. Exposure to a wide range of applications, platforms, and systems across various sectors, including healthcare, retail, and B2B.

Work Hours and Location:
This position is fully remote, allowing you to work from home. The role requires a commitment of 32-40 hours per week during first shift hours, Monday through Friday, with weekend availability expected after training. Netfor operates around the clock, seven days a week.

Training will occur Monday through Friday for a duration of 2-3 weeks during first shift hours.

Key Responsibilities:
As part of a collaborative team, you will support client contracts primarily by managing inbound customer inquiries via telephone, following the guidelines set forth in the Netfor knowledge base.

Essential Duties:
Under the general supervision of service desk leadership, you will provide customer support for instructional calls, answer queries, and resolve various customer issues by diagnosing problems, consulting knowledge-based articles, and guiding users through step-by-step solutions in a call center environment. A friendly demeanor and clear communication are essential for documenting issues and solutions in ticketing software.

  • Deliver timely and accurate information regarding customer order status and product inquiries.
  • Process customer orders, modifications, and returns in accordance with established policies.
  • Provide prompt feedback to the company concerning service issues or customer concerns.
  • Strive for positive feedback in customer satisfaction surveys.

Qualifications:

  • Demonstrated ability to communicate effectively, both verbally and in writing.
  • Capability to handle calls with professionalism and sensitivity under pressure.
  • Self-motivated and independent worker with a proactive approach.
  • Strong listening skills and empathy towards customers.
  • Eagerness to learn new skills and adapt to changes swiftly.
  • Confidence and flexibility in a dynamic work environment.
  • Ability to work exclusively from knowledge base articles as per contractual obligations.
  • Dependability and punctuality with a positive attitude.
  • Proficiency in Microsoft Office is advantageous.
  • Strong multitasking abilities.
  • Typing speed of at least 35 words per minute.
  • Must possess a desktop or laptop meeting specific technical requirements.

Requirements:

  • High school diploma or GED is mandatory.
  • Prior experience in customer service is preferred.

Compensation:
The starting pay is $16 per hour, contingent on experience, technical skills, and typing proficiency.

Netfor offers an attractive PTO plan (up to 76.96 hours/year within the first year), 401k, health insurance, dental, optical, and a comprehensive wellness program. Company-sponsored telehealth and mental health services are also available.

Equal Opportunity Employer:
Netfor, Inc. is committed to equal employment opportunities for all applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Netfor, Inc. participates in E-Verify.