Customer Support Specialist with IT Hardware Expertise

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 to gain 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:
  • 4 or 8 hour shift, Monday to Friday or part-time (min. 20 hours per week)
  • No nights or weekends
• Supplemental Pay Types: Bonus and commission opportunities available.
• Work Location: 1624 New Brighton Blvd, Minneapolis, MN 55413