This is not a computer technician position. Please do not apply if you are looking for Computer Technician employment.
This is a Customer Service - Front Desk position.
You would assist us in the following areas, you must be a self-starter, motivated and well organized. Must have excellent communication skills, know how to keep customers happy and assist us with overall daily tasks.
PC Problems is a retail computer center located at 50 Main Street in Madison NJ. We provide computer services, such as: Carry-In, On-Site, Remote Support and Managed Help Desk. We sell Dell computers and stock parts for retail sales in our showroom. We run a managed computer service help-desk for businesses within 25 miles of Madison. We currently have two technicians and are looking to hire a Customer Service - Front Desk person.
Job Responsibilities Include:
Answering Phones / Dispatch: You will be responsible to field all calls. This task requires you to pull information out of the conversation and not just take a message. You will be required to find out the problem the customer is having with their computer or network. From there, you will either direct them to bring their computer in for service, schedule a tech for an on-site appointment or you will submit a help-desk ticket for them. You will need to collect all customer information during the call enter it into an Email, Calendars and QuickBooks, whichever is needed. Our technicians are then dispatched to fix or repair the issue. We are looking for someone to manage these calls on the first call with minimal call-backs or passing the call to another employee.
Check-in computers for repair: Customers will drop off computers for service. You will open a repair ticket and provide the customer with a receipt. You will move the unit in for repair to our computer shop where our technicians will provide the actual repair. You must be able to lift about 20 pounds. You may be asked by our technicians to contact the customer along the way to discuss cost and permission to proceed. Once the job is complete, you will assist the technicians with creating the customer invoice and contacting the customer to pickup the computer. Once the customer arrives, you will be responsible to collect payment and close the repair ticket.
General Office Assistance: You will be required to process credit card and check payments using our online system. You will be required to pack and mail invoices/statements daily, monthly and/or quarterly when needed. You will be asked to purchase stamps at the post office when needed.
Marketing / Social Media: You will be responsible to create Social Media postings to platforms such as Facebook, LinkedIn, Twitter and Instagram. We are looking for someone who is creative and will engage with customers online through these services. Create small in-house or on-line events where we can engage with customers to use our computer services.
Contacting Vendors: You will be responsible to contact vendors for in-warranty items that were sold by us. An example would be if we sold a Dell computer to our customer, it’s under warranty and it doesn’t work. Our techs would diagnose the problem in our shop, then ask you to contact Dell Support and setup a Dell on-site in-warranty repair. You will also be asked to contact other vendors when parts are needed.
Sales and Inventory:
The inventory items we stock are usually limited to what our technicians need on a daily basis. We offer these items for sale to the public. We will train you on what parts we have in stock so you can sell them. We will also train you on how to sell the computers we display in our store.
Maintenance and Merchandising: We all help with keeping things clean and neat. You will be responsible to keep the front showroom looking well merchandised and maintained for customers as they visit us. Decorating during holidays. You will be assisting us with minor cleaning such as kitchen/break room, garbage and cardboard removal, light vacuuming and keeping electronic recycling organized.
Email Communications: You will be responsible to keep up with daily emails from our customers, our website and our Help Desk system. You need to be aware of all service requests throughout the day.
Website Chat:
We have a Live Chat system on our website that you will manage from your desk. This service is similar to someone calling us. We do not provide tech support through our website chat, it’s only there to answer questions about what services we offer and how someone can use our services.
Job Type: Part-time, 9am-2pm, Monday-Friday or Full Time 9am - 5pm, Monday - Friday
Experience: Microsoft Office primarily Outlook scheduling, minor QuickBooks, minor Marketing abilities.
Education: High School or equivalent preferred
Benefits:
5 Days - Personal/Sick – Paid
5 Days - Vacation (after worked for six months) - Paid
If Full Time we have a Simple IRA plan you can invest in.
Please send us your resume so we can consider you in joining our team!