Customer Support Agent

Summary

Join Netfor, Inc., a leading provider of customer care solutions, as a remote Customer Support Representative! This role involves providing inbound customer support via telephone, utilizing the company's knowledge base to resolve customer issues. You will handle instructional calls, answer questions, and troubleshoot problems, ensuring timely and accurate information delivery. The position requires excellent communication skills, professionalism, and the ability to work independently. Netfor offers a comprehensive benefits package, including PTO, 401k, health insurance, and a wellness program. This is a full-time, remote position with flexible hours, requiring a Windows-based PC meeting specific hardware specifications. Training is provided, and opportunities for advancement exist within the company.

Requirements

• 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
• High school diploma or GED is required
• 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
• Answering phone calls with a smile
• Clearly communicate directions in a user-friendly, professional manner and clearly documenting the issue and solution in ticketing software
• 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

Preferred Qualifications

• Microsoft Office proficiency
• Strong ability to multitask
• Ability to talk and type at least 35 words per minute
• Previous customer service experience

Benefits

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