Help Desk Tech

The Help Desk Tech provides first level technology support for Neighborly franchise brands, supporting franchise-facing systems through phone, email, or chat. The role focuses on accurate ticket documentation, timely resolution aligned to service level agreements, and coordination of testing or documentation for product updates.

Location and Work Model

• Location: Waco, TX (hybrid)
• Office address: 1010 N University Parks Dr, Waco, Tx
• Hybrid schedule: Monday-Wednesday in office; Thursday/Friday from home
• Time commitment: Full time, M-F
• Availability: Some weekends may be required

Key Responsibilities

• Support internal and external customers with product training, knowledge, and technical expertise.
• Respond to support requests via phone, email, or chat.
• Maintain accurate records of support requests, internal research, and applied resolutions using the appropriate ticketing system.
• Ensure issues are resolved in a timely manner according to SLA expectations.
• Assist with testing and/or documentation for new products or enhancements.

Requirements and Qualifications

• Customer service skills
• General knowledge of Windows environments (Windows 10 or newer)
• General knowledge of web browsers (Google Chrome and Microsoft Edge), including basic settings and options
• General knowledge of Intuit QuickBooks Online (preferred but not required)
• General knowledge of ticketing systems and documentation (preferred but not required)
• General knowledge of Point-of-Sale (POS) systems (preferred but not required)
• Strong computer literacy with emphasis on software knowledge and use
• Diagnostic and analytical skills for software issues
• Professional tone and clear communication ability for phone/email support
• Ability to work under pressure to meet required timelines
• Time management proficiency
• Sense of urgency, positive attitude, service-oriented mindset
• Detail orientation, patience, active listening, problem solving
• Adaptability and ability to take direction
• Critical thinking and strong multitasking ability
• Education: Associates Degree preferred but not required

Relevant Technologies

• Windows 10 or newer
• Google Chrome
• Microsoft Edge
• Intuit QuickBooks Online
• Ticketing systems
• Point-of-Sale systems

Compensation and Benefits

• Competitive pay: Commensurate with experience
• Schedule: Full time M-F
• Benefits: Check out the benefits offerings here
• Financial benefits: Equity and annual bonus opportunities