Customer Support Agent

Summary

Join Netfor, Inc., a leading provider of customer care solutions, as a 100% remote Customer Support Representative! Based in Iowa, you will provide world-class inbound customer support via telephone, utilizing our knowledge base to resolve customer issues. This role offers a flexible schedule (32-40 hours/week, Monday-Friday, with weekend work after training), opportunities for career growth, and exposure to diverse industries and technologies. You will work collaboratively with a supportive team, receiving comprehensive training and ongoing mentorship. Netfor provides a competitive compensation package, including benefits such as PTO, 401k, health insurance, and a wellness program. This is an excellent opportunity to launch your career and develop valuable skills in a dynamic and rewarding environment.

Requirements

• High school diploma or GED is required
• 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
• Must be 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
• Ability to talk and type at least 35 words per minute
• Own a Desktop or laptop with the following minimum specifications: A desktop or laptop Windows PC (MAC, Tablets, Winbooks, Smart devices, Windows Mini PCs, Chromebook and Android systems are NOT compatible)
• 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

Responsibilities

• 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
• Answer phone calls with a smile
• Clearly communicate directions in a user-friendly, professional manner
• Clearly document the issue and solution in ticketing software
• Provide timely and accurate information to incoming customer order status and product knowledge requests
• Process customer orders/changes/returns according to established department policies and procedures
• Provide timely feedback to the company regarding service issues or customer concerns
• Strive for positive customer satisfaction survey comments

Preferred Qualifications

• Previous customer service experience preferred
• Microsoft Office proficiency a plus
• Strong ability to multitask

Benefits

• Starting pay is $16 an hour depending on experience, technical aptitude, typing skills
• PTO plan (can accrue up to 76.96 hours/year within the first year)
• 401k
• Health insurance
• Dental
• Optical
• Well-rounded wellness program
• Company paid telehealth and mental health visits
• 100% Remote Job (Work from Home)