Help Desk Tech

About the role

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.

Responsibilities

• Support all internal and external customers with product training, knowledge and expertise.
• Respond to support requests via phone, email or chat.
• Keep accurate records of all support requests, internal research and applied resolutions using the appropriate ticketing system.
• Ensure that issues are resolved in a timely manner in accordance with SLA.
• Assist with testing and/or documentation of new products or enhancements.

Requirements

• Customer Service
• General knowledge of Windows Environments (Windows 10 or newer)
• General knowledge of Web browsers (Google Chrome, Microsoft Edge) and their basic settings/options
• General knowledge of Intuit QuickBooks Online (preferred but not required)
• General knowledge of ticketing systems and documentation (preferred but not required)
• General knowledge of Point-of-Sale systems (preferred but not required)

Qualifications

• Associates Degree preferred but not required.

Skills

• Strong computer literacy skills with an emphasis on software knowledge and use
• Diagnostic and analytical skills for software
• Professional tone and phone/email presence, with clear communication ability
• Ability to work well under pressure to meet required timelines
• Proficiencies with time management
• Sense of urgency; maintain a positive attitude
• Service-oriented attitude
• Detail-oriented
• Patience
• Active listening
• Problem solving
• Adaptability and ability to take direction
• Critical thinking
• Strong ability to multitask

Benefits

• Equity and annual bonus opportunities

Schedule

Hybrid model: Monday‑Wednesday in office, Thursday‑Friday remote; some weekends may be required. Full‑time Monday‑Friday. Office location: 1010 N