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in Fishers, IN

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Hours Full-time
Location Fishers, IN
Fishers, Indiana

About this job

We have a full-time opening for a Computer support / Technical Service Agent.

Must be able to work various shifts per week and be available weekdays and weekends.

  • Must have 1 or more years experience.
  • Must have a high school diploma or equivalent.
  • Be authorized to work in the United States.
  • Must have reliable transportation.

Wage: $11-$13

Requirements

You must go to to apply.

Netfor, Inc. The Art and Science of the Customer Experience Our Values: We value the conversation, we bring passion to our work, we embrace challenges, we value knowledge and consistency, and we value being exceptional. Our Mission: To apply knowledge and compassion to every conversation. Our Vision: To be known as pioneers of the world's most customer centric conversations. JOB TITLE: Support Agent (aka Customer Service Ninja who also happens to be great at resolving technical issues.) TYPE OF POSITION: Full-Time Positions open ranging from 32-40 hours a week. Sunday through Saturday between the hours of 8:00am - 10:00pm (most shifts start after 7:00 am ET and before 4:00 pm ET). SUMMARY OF JOB RESPONSIBILITIES: This position is supporting client contracts with the main duty focusing on carrying out inbound technical support via telephone as instructed by our knowledge base. You love providing excellent customer service. OUTLINE OF ESSENTIAL JOB RESPONSIBILITIES: Under general supervision of Service Desk Manager, provide technical software, hardware, internet connectivity, and network problem resolution to all customers by performing question/problem diagnosis, searching knowledge-base articles, and guiding users through step-by-step solutions in a help desk environment. Answer phone calls with a smile. Able to clearly communicate technical solutions in a user-friendly professional manner and clearly document problem and resolution in ticketing software. KEY DUTIES AND RESPONSIBILITIES: Examples of key duties are interpreted as being descriptive and not restrictive in nature. 1. Identifies, diagnoses, and resolves support issues for users of PCs, mobile devices, software, hardware, and connectivity via our knowledge base articles. 2. Provides one-on-one customer problem resolution over the phone working directly with customer and/or remotely repairing the PC desktop via remote control screen sharing software. 3. Thrives on getting a 100% customer satisfaction rating from callers. KNOWLEDGE, SKILLS AND ABILITIES: 1. 1 year experience or certification in providing customer phone support for PC desktop and hardware troubleshooting. 2. Knowledge of networking and Windows Operating Systems. 3. Proven diagnostic and troubleshooting skills as well as direct focus on the source(s) of problems to quickly and effectively solve the problem on the first call and without dispatch of on-site personnel. 4. Proven ability to communicate effectively both verbally and in writing. 5. Ability to handle calls with professionalism, sensitivity, and diplomacy under pressure. 6. Must be independent, motivated worker, an innovative self-starter. Must be confident and flexible. 7. Ability to work 100% from within our knowledge based articles, without deviation, per contractual agreements. 8. Please include a statement in your application or resume that says, "I read job descriptions in full." Humor us! We wouldn't ask without a reason. 9. Show up, show up on time, and display a helpful attitude. 10. Ability to dodge Nerf darts whizzing about the desk. EDUCATION / CERTIFICATIONS: ***This position requires at least one technical or customer service certification if all other qualifications noted above are met. COMPENSATION $11-13 an hour depending on experience, technical aptitude, typing skills, and certifications. In addition, we offer regular incentive programs, at Netfor discretion, based on performance criteria such as customer service score, punctuality, and ability to efficiently locate and perform knowledge base steps.