Customer Support Agent-October-2024 - Netfor, Inc.

Netfor, Inc.
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.

How Netfor will help you grow and succeed: 

1. A launching point for your career and life goals
2. Gain experience in multiple industries, platforms, and software
3. Help you develop a career path as well as provide mentoring and training 
4. Opportunities to work on special projects with our clients
5. Provide opportunities internally for advancement 
6. Network you with the vibrant business community in Indianapolis
7. Expose you to well over a hundred applications, platforms, and systems across a variety of industries including medical, retail, b2b, etc. 

Hours and Location: 

This is a 100% Remote Job (Work from Home) and we actively hire in 12 states, for consideration, you must reside in one of these 12 states and answer this on your application. Hours range from 32-40 hours a week for 1st shift Monday-Friday (5 working days a week), weekends are going to be required after training. Netfor operates 24 hours a day 7 days a week. 

Training will be on Monday-Friday for 2-3 weeks on 1st shift (for all openings). 

Summary of Job Responsibilities
Working with a great team of peers, you’ll be supporting client contracts with the main duty focusing on carrying out inbound customer support via telephone as instructed by the Netfor knowledge base.

OUTLINE OF ESSENTIAL JOB RESPONSIBILITIES:
Under general supervision of service desk leadership, provide customer support for instructional calls, question and answer calls, and handling of all other customer issues by performing question/problem diagnosis, searching knowledge-based articles, and guiding users through step-by-step solutions in a call center environment. Answering phone calls with a smile is a must. Able to clearly communicate directions in a user-friendly, professional manner and clearly documenting the issue and solution in ticketing software.

KEY DUTIES AND RESPONSIBILITIES:
Examples of key duties are interpreted as being descriptive and not restrictive in nature.

• Provides timely and accurate information to incoming customer order status and product knowledge requests.
• Processes customer orders/changes/returns according to established department policies and procedures.
• Provides timely feedback to the company regarding service issues or customer concerns.
• Thrives on getting positive customer satisfaction survey comments.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Proven ability to communicate effectively both verbally and in writing.
• Ability to handle calls with professionalism, sensitivity, and diplomacy under pressure.
• Must be an independent, motivated worker, and an innovative self-starter.
• An effective communicator who understands the importance of listening and being empathetic
• Willingness to learn new skills and ability to adjust to changes quickly
• Must be confident and flexible.
• Ability to work 100% from within our knowledge base articles, without deviation, per contractual agreements.
• Show up, show up on time, and display a helpful attitude.
• Microsoft Office proficiency a plus.
• Strong ability to multitask
• Ability to talk and type at least 35 words per minute
• Must own a Desktop or laptop with the following minimum specifications:: 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 100gb of free space. 

• High school diploma or GED is required 
• Previous customer service experience preferred

COMPENSATION:
Starting pay is $16 an hour depending on experience, technical aptitude, typing skills.

Netfor offers a great PTO plan (can accrue up to 76.96 hours/year within the first year), 401k, health insurance, dental, optical, and a well-rounded wellness program. Company paid telehealth and mental health visits. 

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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