What are we looking for? A kick-ass Technology Specialist.
Where are we looking? Boston, MA. Can also be a remote position.
What type of job is this? Full-time. And then some.
Who would you report to? Our Partner Support Manager. She kicks ass like nobody's business.
What will get our attention?
- If you have a working knowledge of AV systems, and how smart-home systems work
- If you’re passionate about consumer technology
- If you have experience in integrated technology systems
- If you like taking things apart, and figuring out how they work
What should you bring to the table?
- At least basic experience and/or working knowledge of AV systems and how smart-home systems work (preferred but not required);
- A genuine passion for problem solving;
- Excellent communication skills – this means you know how to write grammatically accurate sentences, and you can “speak good;”
- Superb customer service skills - when someone calls for support, it’s because they have a problem. They’re frustrated. Sometimes, they’re even pissed. We've all been there, right? Our Tech Specialists need to be able to assure someone we’re going to take care of them. Every time.
- The ability to evaluate situations in the moment and make quick, appropriate decisions;
- A self starter mentality, and capable of working independently when needed;
- An unwavering work ethic - our clients and team depend on you;
- The availability to provide support during business hours and/or pre-scheduled after-hour/weekend shifts;
- An impeccable attention to detail and great organizational skills;
- An eagerness to learn; an aptitude for learning new technical skills.
What do we bring to the table?
- A team of aces willing to do anything for each other
- Competitive salary
- 100% company-paid medical insurance
- Eligibility for dental, vision, short-term disability, and life insurance
- Flexible time off policy
- 401K plan
- Dog-friendly environment
- Pseudo-healthy snacks
- Lots of team socials (we hope you like bowling)
What would a typical day look like?
As a Technology Specialist, you are responsible for providing instant triage and remote troubleshooting support to end-users as they call or send emails to us describing their challenges with any of their home technology. When an end-user needs assistance, you quickly assess their situation and if possible provide a solution in the moment. You document the issue, the steps you took to diagnose, and the workarounds you provided. You assess urgency in an empathetic manner so that our partners in the field can follow up efficiently and appropriately. You will learn best practices for providing support, troubleshooting technology, and maintaining good data.
In short, this position provides remote support for all manner of smart home systems, including audio, video, networks, lighting, thermostats, access control, cameras, and phone systems. The list is never ending and always expanding.
Curious if you’ll fit our culture?
- Do you believe there’s always room for improvement? We are constantly in the pursuit of perfection when it comes to our client experience.
- Do you always have a backup plan? Things rarely go according to plan, so it’s important to be prepared. Or have MacGyver’s cell number.
- Are you frequently putting yourself in others’ shoes? We pride ourselves on being empathetic to any partner’s situation, and give them the benefit of the doubt.
- Do you always dot your i’s and cross your t’s? Attention to detail is a must. We don’t bend on this one.
- Can you keep a secret? Good, because our end-users’ privacy is a top priority.
- Are you happy to lend a helping hand? We’re a small, tight-knit group and at times all wear a number of different hats.
- Are you transparent and do you prefer addressing the elephant in the room? We pride ourselves on being upfront and honest, and believe it’s one of the things that sets us apart from the pack.
- Do you pick up the ball that someone else may have dropped? We’re looking for people that own the company goals beyond just doing their job.
- Are you OK with making a mistake? We are too, as long as we learn from them and don’t repeat.
