Support Desk Representative - Florida

THE ART AND SCIENCE OF THE CUSTOMER EXPERIENCE

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.

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 100 GB 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

DISCLAIMER

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities.
Netfor, Inc. is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Netfor, Inc. participates in E-Verify.
Netfor, Inc. will not sponsor applicants for work visas.
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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 assisting our clients via screen sharing/control 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.