Description

At Netfor, we excel in delivering seamless customer care for business clients and tech users alike. Through phone, email, social media, and online chat, we provide world-class customer service, help desk support, order fulfillment, and field services.

About Us:

Founded in 1995, Netfor supports tens of thousands of customers across more than 6,000 locations in the U.S., Europe, Mexico, and Canada.

How Netfor Will Propel Your Career Forward:

Launchpad for Success: Start your journey towards achieving your career and life aspirations.
Broad Industry Experience: Gain insights into diverse industries, platforms, and software.
Career Development: Benefit from mentoring and training that help you carve out a clear career path.
Special Projects: Get opportunities to work on unique projects with our esteemed clients.
Growth Opportunities: We offer ample chances for internal advancement.
Networking: Connect with the vibrant business community in Indianapolis.
Exposure to Variety: Work with over a hundred applications, platforms, and systems across industries such as medical, retail, B2B, and more.

Hours and Location:

Remote Flexibility: This is a 100% remote (work-from-home) position.
Flexible Hours: Work 32-40 hours per week, Monday through Friday on 1st shift. Weekends may be required post-training as we operate 24/7.
Comprehensive Training: Training will take place Monday to Friday for 2-3 weeks on the 1st shift.

Summary of Job Responsibilities:

Join a dynamic team and support our client contracts primarily through inbound customer support calls, following guidance from the Netfor knowledge base.

Key Responsibilities:

Provide exceptional customer support for instructional, Q&A, and issue resolution calls.
Diagnose questions and problems using knowledge-based articles and guide users through step-by-step solutions in a call center environment.
Answer calls with a positive, friendly demeanor and clearly document issues and solutions in our ticketing software.

Core Duties:

Deliver prompt, accurate information on customer orders, status, and product inquiries.
Process customer orders, changes, and returns per department policies.
Offer timely feedback to the company regarding service issues or customer concerns.
Thrive on receiving positive customer satisfaction survey comments.

Skills and Abilities:

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Demonstrated ability to communicate effectively, both verbally and in writing.
Handle calls with professionalism, sensitivity, and diplomacy, even under pressure.
Independent, self-motivated, and innovative worker.
Effective communicator who values listening and empathy.
Eager to learn new skills and adapt quickly to changes.
Confident and flexible in approach.
Ability to work strictly from knowledge base articles, as per contractual agreements.
Reliable, punctual, and always ready to help.
Proficient in Microsoft Office is a plus.
Strong multitasking abilities.
Ability to type at least 35 words per minute while conversing.

Equipment Requirements:

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Must own a 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: 8GB or higher.
Processor: I5 9500 or Ryzen 3 3100 or higher.
SSD: 256GB or higher with at least 100GB of free space.

Qualifications:

High school diploma or GED required.
Previous customer service experience preferred.

Compensation and Benefits:

Competitive Pay: Starting at $16 per hour, based on experience, technical aptitude, and typing skills.
Comprehensive Benefits: Enjoy a great PTO plan (up to 76.96 hours/year within the first year), 401k, health, dental, and optical insurance, and a well-rounded wellness program. Plus, company-paid telehealth and mental health visits.

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