What are we looking for?

A kick-ass Personal & Home Technology Specialist for our TMS Team

Where are we looking?

Boston, MA

What type of job is this?

Full-time. And then some. (Hey, what did you expect? We’re a service-based company!)

What is the salary for this position?

The annual salary for this role starts at $65,000.

Who would you report to?

The manager of our TMS Team. He’s also pretty kick-ass.

What should you bring to the table?

• Several years of experience managing personal technology (e.g. smartphones, smart pads, personal computers, drivers and clouds, email, etc.);
• A track record of providing high-end, white-glove service to sophisticated clients with high expectations. We know a lot of companies include this in their requirements. But we mean it. Like, really mean it;
• The curiosity of a genuine tech geek (we’ll be able to tell);
• Fluency in Apple products and software;
• Ability to learn and navigate multiple software programs (e.g. Zendesk, Slack, RingCentral, etc);
• The ability to easily travel in and around the greater Boston area (and a good driving record);
• The ability and willingness to learn how to install home technology products and systems (requires the ability to physically lift and carry up to 100lbs up and down stairs, run cable, drill into walls, etc.)
• Excellent communication skills – we believe communication is the key to solving all problems (email, phone, and in-person); and,
• Have a freakish attention to detail, and great organizational skills.
• A strong willingness and ability to write "helpful guides" for our clients, plus technical documentation for the internal team to use.

What will really get our attention?

• Prior training and/or experience with any of the following softwares: Zendesk, RingCentral, Slack, Google Suite;
• Experience with major home automation control systems (e.g. Control4, Crestron, SNAP-AV, etc.);
• Experience in the automated home industry;

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
• Pseudo-healthy snacks
• Lots of team socials (we’re pausing these until after COVID, of course!)

What would a typical day look like?

Well, let’s start with who our team is. Our Technology Member Services team is dedicated to providing the best technology support service to our Clients (they tend to be upper-income, well-educated and demanding). Our team works closely together to ensure our Clients’ issues with their home or personal technology are addressed within 30 minutes. We communicate with our Clients via email, phone and on-site in person. When responding to our Clients, we provide them with a holistic solution. We make sure we do our research and provide our clients with a solution that does not just address the issue at hand, but proactively addresses any issues they may encounter with their technology as a result of this issue and/or solution.

Which brings us to where you fit in. The Technology Specialist is responsible for supporting our clients with their personal and their home technology needs, working closely with our internal team and also directly with the clients. We define “personal technology” as cell phones, laptops, smart pads, email systems, apps, file systems, etc. We define “home technology” as security systems, entertainment systems, intercoms, phone systems, video conferencing, streaming services, automation systems, lighting control, smart thermostats, etc. The list is never ending, and always expanding.

The person in this role will be primarily responsible for meeting the personal technology needs of our clients and providing both remote and onsite troubleshooting support when a client’s personal technology stops working, or when there’s a user error prohibiting them from accessing or leveraging their technology. This will include both remote and on-site help as appropriate.

Beyond providing support for our clients’ personal technology, you’ll also play a supporting role in providing support for automated home technology. You’ll get trained and certified on Control4, and will assist our Home Technology Specialist (Keith) with on-site work in our clients’ homes that relates to both installations and onsite service support. You’ll actively engage in light installations when appropriate (e.g. running cable, mounting televisions, etc.) while also engaging in troubleshooting such systems.

Once you’re fully up to running speed, you’ll be primarily providing Personal Technology Support to our clients while able to also provide Home Technology Support as needed. You’ll spend a lot of your time providing said help remotely, but will also spend a fair amount of your time conducting onsite visits in and around greater Boston.

Curious if you’ll fit our culture?

• Do you believe there’s always room for improvement? To pursue the ‘perfect’, you must be willing to learn.
• Are you frequently putting yourself in others’ shoes? It is absolutely critical to be in tune with the concerns and obstacles of others, whether it is a partner, a client, or a team member.
• Do you always dot your i’s and cross your t’s? Attention to detail is a must.
• Do you read from the teleprompter or do you write your own script? Excellent writing comes from a true understanding of the topic and intrinsic belief in the concept.
• 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 - you can’t build the best without having all of the materials on the table.
• 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.

Still reading? If you like what you've seen so far, apply already!