Filled Job Positions

Job Title: Full Time Customer Manager

Job Summary: The primary focus of this position is to know who our current and potential customers are and what their current and future needs are and will be. This position exists to monitor and enhance the customer experience.

Required Qualifications:

  • Extroverted personality who enjoys meeting and engaging people in a meaningful way.
  • Effective, empathetic listener who acknowledges concerns, probes appropriately for information to identify needs and solutions.
  • Positive “can do” attitude.
  • Excellent memory for people and details.
  • Highly developed vocabulary and at ease communicating with others at various levels.
  • Assertive style that doesn’t take things personally.
  • Self-motivated individual who enjoys looking forward to the next opportunity to initiate action beneficial to the business (i.e. reminding customers up for service renewals, promoting appropriate products and services, follows up on parts deliveries, etc.).
  • Excellent computer skills – quickly and accurately sets up, retrieves, maintains and searches information and effectively creates and uses documents and reports .
  • Highly developed sense of responsibility and reliability.

 

Essential Duties and Responsibilities:

  • Initiates customer experience – gets complete information on customer and situation to be addressed, sets expectations for what and when work will be done and fees for service.
  • Triage work – initiates work orders and prioritizes based on established company criteria and effectively communicates customer needs to Service Manager and/or Technicians.
  • Monitors work in progress – follows up and/or expedites to keep flow moving and avoid unnecessary delays.
  • Keeps customers informed of status and any changes.
  • Maintains customer database including due dates for upcoming software expirations and renewals.
  • Schedules service calls, tracks maintains future service requests.
  • Ensures and monitors high level of consistency in customer service and satisfaction to meet or exceed expectations.
  • Maintains contact with customers via phone and email to ensure current and future computer service needs are being met.
  • Handles customer concerns appropriately.
  • Attends business networking events and social gatherings to attract new customers.

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Job Position: Full Time Senior Technician

Job Summary: This position is the advanced computer troubleshooting and repair specialist of our organization, handling and solving the most difficult and out of the ordinary problems.

Required Qualifications:

  • Must have extensive knowledge of PC and MAC computer systems, hardware and software. Advanced diagnostic, troubleshooting and problem-solving skills.
  • Excellent research skills that include filtering information and intuitively recognizing correct/most effective solution to address specific issues.
  • Be able to multi-task – ability to work efficiently on several issues at once without sacrificing quality.
  • Work productively with or without detailed directions or supervision.
  • Have the willingness to learn, develop and grow.
  • Adapt to change in procedures as frequently as needed. Needs to have the ability to determine when a solution outweighs the value to the customer.
  • Be a good active listing and verbal communication skills: capable of explaining technical details to customers in a way they can understand.

Essential Duties and Responsibilities:

  • Diagnose complex/difficult computer problems and apply correct solutions.
  • Research parts required for effective computer repairs.
  • Engage in continuous self-training, development and education to provide solutions to yet to be identified or newly discovered problems.
  • Capitalize on training opportunities presented to further develop skills of Junior Technicians and other team members.
  • Update tasks and work order progress in database.
  • Communicate effectively with other team members.
  • Completes work assignments on time and pitches in to help others so work orders flow smoothly and are completed efficiently.
  • Notify Service Manager when work is completed, answer questions and provide additional information, if and when appropriate.
  • Provide excellent customer service at all times, from the perspective of the customer, including making recommendations for products and services that will prevent future problems and improve their experience.
  • Fulfill the role of Junior Technician when needed and appropriate.

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Job Title: Full Time Junior Technician

Job Summary: This position is the “assembly line robot” of our organization, typically as the first technical responder, handling and resolving routine computer repair problems or issues using known solutions.

Required Qualifications:

  • Working knowledge of PC and MAC computer systems, hardware and software.
  • Multi-tasking – ability to work on several issues at once without sacrificing quality.
  • Working productively with detailed directions and limited supervision.
  • Ability to reproduce results consistently using given set of guidelines.
  • Willingness to learn, develop and grow.
  • Capable of adapting to change in procedures as frequently as needed.
  • Strong process orientation and focus on results.
  • Good active listening and verbal communication skills: capable of explaining technical information in a way that the customer can understand.

 

Essential Duties and Responsibilities:

  • Diagnose routine computer repair problems and issues, and consistently apply known solutions to known problems.
  • Handle multiple work orders simultaneously.
  • Communicate effectively with other team members to ensure efficiency.
  • Work through checklists and task lists to complete repairs effectively and efficiently.
  • Update tasks and work order progress in database.
  • Notify Service Manager when work is completed, answer questions and provide additional information for the customer, if and when appropriate.
  • Provide excellent customer service at all times, from the perspective of the customer including making recommendations for products and services that will prevent future problems and improve their experience.
  • Eliminate routine hardware and software variables before escalating an issue to a Senior Technician.
  • Preform on site and remote diagnostics and repairs as needed.

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Job Position: Full Time Small Business Technology Specialist

Job Summary: Work includes a wide range of responsibility in providing high-level support to small business environments. Under general supervision, independently maintaining computer systems and networks, consisting of one or many client workstations and/or servers. Also, implementing solutions or new services to ensure proper functioning of desktop computing systems, network servers, and connectivity.

Required Qualifications:

  • Must have at least 3 years’ experience with Windows Small Business Server Operating systems (2003, 2008, 2011), networks and client workstations with an established computer repair company, or someone who has owned their own computer repair company for at least three years and was the primary individual responsible for maintaining those environments.
  • Must have the ability to understand strategic issues, manages details, troubleshoot, and resolve unforeseen issues.
  • Proven ability to quickly assimilate and document methodologies, design improved processes, and execute work orders independently.
  • Must be passionate about computers and computer repair and have research and self-learning skills. Strong sense of responsibility and reliability.
  • Values the importance of keeping client machines and networks running at all times.
  • Expert-level knowledge of and experience working with PC and MAC computer systems. Willingness to learn, develop and grow.
  • Capable of adapting to change in technology and procedures as frequently as needed.
  • Good active listening and verbal communication skills.
  • Capable of explaining technical information in a way that the customer can understand.

Essential Duties and Responsibilities:

  • Monitor and maintain small business computer networks and equipment.
  • Preform hardware and software diagnostics and repair.
  • Hardware and software upgrades and replacements.
  • After hours on-call availability.
  • Communicate with software and hardware vendors to provide support for specialized systems.
  • Accurately bill for services rendered. Develop and maintaining schedules for software expirations and hardware replacements.
  • Communicate with Service Manager for parts ordering needs. Communicate with Customer Manager for evolving customer needs.
  • Fill the role of Senior Technician or Junior Technician when needed.

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About our company: Founded in 2006 and located on the beautiful coast of Maine, our mission is “to bridge the gap between people and technology. Our vision is “to be the best computer solutions provider in Maine.”