Help Desk Tech

Neighborly is hiring a Help Desk Tech to support the Zorware team. In this hybrid role in Waco, TX, you provide first level, franchise-facing help for technology used across Neighborly franchise brands, working to diagnose and resolve end-user issues while keeping documentation accurate. You will respond to support requests through phone, email, and chat, following SLA expectations.

What you’ll do

• Deliver first level support for franchisee-facing technology used by any Neighborly franchise brand
• Diagnose, research, and resolve support issues
• Provide timely responses to support requests received by telephone, email, and chat
• Work each issue through to resolution, responding to each concern in a way that meets customer satisfaction
• Maintain accurate documentation and monitor problem status to support timely resolution
• Support internal and external customers with product training, knowledge, and technical expertise
• Log and track support requests, research, and resolutions in the appropriate ticketing system
• Ensure issues are resolved within required timelines in accordance with SLA
• Assist with testing and/or documentation for new products or enhancements

Required skills and qualifications

• Customer Service
• General knowledge of Windows environments (Windows 10 or newer)
• General knowledge of web browsers including Google Chrome and Microsoft Edge and their basic settings/options
• Strong computer literacy with a focus on software knowledge and use
• Diagnostic and analytical skills for software issues
• Professional tone and clear communication for phone and email
• Ability to work under pressure to meet required timelines

Tools and technologies

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

Preferred qualifications

• General knowledge of Intuit QuickBooks Online
• General knowledge of ticketing systems and documentation
• General knowledge of Point-of-Sale systems

Schedule and work location

• Full-time, Monday–Friday, 8:00 AM–5:00 PM CT
• Some weekends will be required
• Hybrid work model
• 1010 N University Parks Drive, Waco, TX

Compensation and benefits

• Competitive pay commensurate with experience
• Comprehensive benefits offerings available through Neighborly
• Equity and bonus opportunities

Physical requirements

• Stand and sit in an office environment
• See, hear, and communicate effectively
• Use standard office equipment and computers
• Ability to lift and move equipment, supplies, and materials, including items up to 25 pounds