Job Description

Job Description

Job Description

Work Hours: Flexible Open Availability Required

Pay Range: $16.50- $18.50

Reports to: AHS General Manager

Job Type: Full-time

About AnswerNet:

AnswerNet is the brand name for the AnswerNet family of companies including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., ECC (Energy Choice California), Synergy Solutions, TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients and we process over 125 million interactions per year.

Job Summary:

Inbound Customer Service L1/L2 Helpdesk responsible for providing first and second-level technical support to end-users for issues related to hardware, software, and network systems. This position will involve researching, diagnosing, troubleshooting, finding solutions, and taking ownership of customer-reported issues to ensure they are resolved. When necessary, unresolved issues should be escalated to the appropriate internal teams following standard procedures. The ideal candidate will possess excellent communication skills, a strong technical background, and the ability to efficiently troubleshoot and resolve issues.

Responsibilities:

• Inbound Calls, Initial point of contact
• Guide callers through basic troubleshooting
• Root cause analysis probing
• Providing immediate solutions to common user issues.
• Research and identify solutions to software and hardware issues
• Addresses routine technical problems
• Understanding of systems and applications
• General user inquiries
• Ticket Routing
• Document accurate records of all support requests, resolutions, and follow-ups.
• Knowledge Base Utilization

Required Qualifications:

• Must Be a Native German Speaker
• Ability to work from home (this is a remote position)
• Prior Technical Support or Help Desk experience
• High School Diploma or equivalent
• Phone Etiquette
• History of Customer Service
• Excellent verbal, writing, grammar, and communication skills
• Critical Thinking and Problem-Solving skills
• Attention to Detail
• Familiarity with Help Desk Applications (Ex. Zendesk, FreshService)
• Familiarity with VOIP or Telephony services
• Ability to provide step-by-step technical help, both written and verbal
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) are a plus

WAH Requirements:

• PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible)
• Hard-wired high-speed internet connection (ethernet cable)
• USB-connected Headset
• Webcam
• A quiet dedicated place to work free from distractions including pets and children.

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