Remote Customer Support Agent

Summary

Join Netfor and start your career with a great team of peers, supporting client contracts through inbound customer support via telephone.

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
• 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)
• 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

Responsibilities

• Provide customer support for instructional calls, question and answer calls, and handling of all other customer issues
• Search knowledge-based articles and guide 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 and 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
• Thrive on getting positive customer satisfaction survey comments

Preferred Qualifications

Previous customer service experience preferred

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