Job description
Gophermods is currently seeking an enthusiastic and knowledgeable individual with a passion and dedication to CUSTOMER SERVICE, who can interact effectively with CUSTOMERS and grow into an IT professional through our training program that provides you with the comprehensive insights into IT hardware, applications, and services.
FIRST YEAR IN YOUR IT CAREER JOURNEY AT GOPHERMODS
Through interactive discussions and hands-on exercises, you'll learn the Gophermods style for CUSTOMER INTERACTIONS, safety precautions, and basic troubleshooting skills. New trainees will participate in hands-on 1:1 training with experienced specialists diagnosing, preparing, and servicing the entire spectrum of the Apple ecosystem.
Knowledge and skills are tested and reinforced by working through real-world scenarios, devices, and role-playing.
At the end of the year, you'll take and pass your Apple Certified iOS Technician (ACiT) exam, receiving a bonus upon completion.
WHAT YOU'LL LEARN:
Provide CUSTOMER ENGAGEMENT skills such as empathy, setting expectations, positioning a refusal of service, and conflict resolution.
Describe the importance of accurate troubleshooting to help the business and CUSTOMERS.
Demonstrate basic troubleshooting and deductive reasoning skills, including the use of smart questioning techniques, first-level evaluation, and isolation skills.
How to properly and safely handle batteries and notebook computer case assemblies with a built-in battery, and how to respond to battery-related incidents.
Use Gophermods documentation, tools, and appropriate service strategies to safely repair all models of iPhone 5, SE, 6, 6 Plus, 7, 7 Plus, 8, 8 Plus, iPhone X, XS, XR, 11, 12, and 13.
Explain why documentation is important to the service workflow. Learn how to write case notes that are clear, concise, and complete. Understand the negative impact of poorly written case notes.
List the tools and resources that are available to help troubleshoot.
WHAT YOU CAN DO AFTER THE FIRST YEAR:
Learn how to write concise, easily understood notes that can be effectively used as part of a repair and its history.
Use professional vocabulary, phrases, and positioning statements when working with CUSTOMERS.
Service all iOS devices (iPhone, iPad, and iPod)
Precursory understanding of the various tools and supplies to safely service Windows and Mac computer models. Determine how to identify and service physical damages.
Understand how case notes— both good and poor—affect IT service metrics.
BENEFITS:
Four weeks of R&R each year
Up to 20% Sales Commissions on Accessories
$200/month in à la carte benefits
Holidays with friends and family
Up to 12% annual raises
401k Program with 4% Salary Match
DAY TO DAY UTILIZATION:
Greet CUSTOMERS in a friendly manner and maintain a positive work environment
Upserve CUSTOMERS accessories, devices, and protection plans
Accountable for the appearance and cleanliness of the store
Explain complex technical issues to CUSTOMERS in a non-technical, simple to understand the manner
Answer CUSTOMER emails and phone calls in a professional manner
Diagnose, troubleshoot and repair devices
Willingness to grow within the company
Available for quarterly team meetings
Meet weekly and quarterly objectives
Job Type: Full-time
Salary: $31,200.00 per year
Benefits:
Schedule:
Supplemental pay types:
Work Location: One location