Technical Support Specialist

2 weeks ago

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

Company: Netfor, Inc.

ABOUT US
Netfor is dedicated to providing exceptional customer support for both business clients and technology users. Our customers reach out to us through various channels including phone, email, and online chat, ensuring they receive top-notch service, help desk assistance, order processing, and field services.

YOUR GROWTH WITH NETFOR

  1. A foundational step towards your career aspirations
  2. Experience across diverse industries, platforms, and software
  3. Career development through mentoring and training
  4. Engagement in special projects with our clients
  5. Internal advancement opportunities
  6. Exposure to a wide range of applications and systems across various sectors including healthcare, retail, and B2B.

WORKING HOURS AND LOCATION
This position is fully remote. Candidates must reside in one of the designated states. The role requires availability for 32-40 hours per week, covering either 1st or 2nd shifts, including weekends after training. Netfor operates 24/7.

Training will occur Monday through Friday for 2-3 weeks during the 1st shift.

KEY RESPONSIBILITIES
As part of a collaborative team, you will identify, diagnose, and resolve technical support challenges for users across various environments using our knowledge base resources.
Provide personalized customer assistance via phone and remote support, addressing technical inquiries and facilitating solutions. This role also involves managing instructional calls and resolving customer issues through effective problem-solving techniques.

PRIMARY DUTIES

  • Deliver accurate and timely responses to customer inquiries
  • Handle incoming calls from customers requiring technical support
  • Provide feedback to the organization regarding service challenges or customer feedback
  • Strive for high customer satisfaction ratings
  • Assist customers with basic technical troubleshooting for systems and software
  • Process customer orders, changes, and returns in accordance with established protocols.

SKILLS AND QUALIFICATIONS

  • Single point of contact for issue resolution
  • Ability to identify and escalate technical issues as necessary
  • Proficient in typing at least 35 words per minute
  • Excellent communication skills
  • Strong multitasking abilities
  • Capability to determine root causes of issues
  • Professional and diplomatic communication under pressure
  • Self-motivated and innovative mindset
  • Ability to work independently within our knowledge base
  • Punctuality and a positive demeanor
  • Proficiency in Microsoft Office
  • Experience with troubleshooting Windows systems and networking is advantageous
  • Must possess a compatible desktop or laptop (Windows 10 required)

EDUCATION AND CERTIFICATIONS
The ideal candidate will hold at least one technical or customer service certification, such as A+ or CompTIA, if other qualifications are not fully met.

COMPENSATION AND BENEFITS
Starting pay is $16.00 per hour, commensurate with experience and skills. Netfor offers a competitive PTO plan, 401k, health insurance, dental, and optical benefits.

DISCLAIMER
This job description summarizes the primary responsibilities of the position and is not intended to be an exhaustive list of all duties.

Netfor, Inc. is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Netfor, Inc. participates in E-Verify.

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