Customer Support Agent

Summary

Join Netfor, Inc. as a remote Customer Support Representative, working from home in Iowa. This role involves providing inbound customer support via telephone, troubleshooting issues, and guiding users through solutions using the Netfor knowledge base. You will handle customer order status inquiries, process orders and returns, and provide feedback on service issues. The position requires excellent communication skills, professionalism, and the ability to work independently. A high school diploma or GED is required, and previous customer service experience is preferred. Netfor offers competitive pay, PTO, 401k, health insurance, and a wellness program.

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
• This is a 100% Remote Job (Work from Home) and you must reside in the State of Iowa to be considered for this role

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 is a must
• Able to 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

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

Benefits

• 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
• A well-rounded wellness program
• Company paid telehealth and mental health visits