Customer Support Specialist with IT Hardware Expertise - Gophermods

Start your IT career at Gophermods as a Customer Service & IT Hardware Repair Specialist, where you'll combine hands-on technical repair with direct customer interactions. This role focuses on the technical repair of a wide variety of devices, including Chromebooks, iPads, MacBooks, iPhones, Gaming Consoles, and Laptops, while also emphasizing providing top-tier customer service throughout the repair process.

Training and Development:

During your first year, you'll receive comprehensive training from experienced specialists, covering both technical skills and customer service, including:

• Device Repair Techniques: Learn to diagnose and repair a wide array of devices, including Chromebooks, iPads, MacBooks, iPhones, Gaming Consoles (e.g., PlayStation, Xbox, Nintendo), and Laptops.
• Customer Service Excellence: Develop strong communication skills to explain repair processes, provide updates, and offer exceptional service to customers.
• Safe Handling of Devices: Understand repair protocols, including safe handling of sensitive components like batteries and screens, while ensuring customer satisfaction.
• Effective Documentation: Learn to document both technical repairs and customer interactions to maintain accurate service histories.

Certifications:

After completing one year of service, you will be eligible for reimbursement toward certifications such as CompTIA A+, Network+, and Security+ to further develop your technical expertise.

Career Progression:

Once training is complete, there are numerous pathways to grow within Gophermods, including:

• Leadership Opportunities: Transition into roles such as Team Lead or Manager, where you will oversee both customer service and repair operations.
• Specialized Departments: Move into areas like Managed Services or White Glove Services, handling high-end client support and advanced technical repairs.

Benefits:

• Time Off: Enjoy 2 weeks of paid time off and 2 additional weeks of unpaid time off annually to recharge.
• 401k Retirement Plan: Benefit from a 4% company match to help plan for your future.
• Comprehensive Medical Package: Including health, dental and vision 
• Disability Insurance: Company sponsored disability insurance 
• Annual Raises: Opportunity for up to a 10% annual salary increase, based on your performance.
• Performance Incentives: Bonuses and commissions to reward exceptional performance, both in customer service and technical repair.

Daily Responsibilities:

• Customer Interaction: Be the primary point of contact for customers, explaining repair processes, addressing concerns, and providing timely updates on repair status.
• Technical Repairs: Diagnose and repair hardware issues on Chromebooks, iPads, MacBooks, iPhones, Gaming Consoles, and Laptops to ensure high-quality service and quick turnaround.
• Documentation: Maintain detailed records of repair processes and customer interactions to ensure clear communication and high service quality.
• Inventory Management: Oversee parts and tools inventory, ensuring timely orders for supplies.
• Workplace Maintenance: Keep your workspace clean, organized, and ready for efficient repair processes.
• Team Collaboration: Participate in regular team meetings and offer suggestions for workflow improvements.

Ideal Candidate:

You are a person who is passionate about both customer service and technology repair. You're comfortable balancing technical work with customer-facing duties and enjoy solving problems both through device repairs and clear communication with clients. This position is perfect for someone who wants to grow both as a technician and a customer service expert within a fast-paced and supportive environment.

Job Details:

• Full-time
• Salary: $31,200.00 per year base starting salary
• Schedule:
  • 8-hour shift, Monday to Friday
  • No nights or weekends
• Supplemental Pay Types: Bonus and commission opportunities available.
• Work Location: 1624 New Brighton Blvd, Minneapolis, MN 55413 or 3250 Denmark Ave, Eagan, MN 55123 

This position is perfect for someone who loves working with a wide variety of devices and is equally passionate about customer service. If you're ready to develop your skills in both technical repair and customer relations, Gophermods is the right place for you!