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
  • Health Insurance, Dental and Vision beginning Q2 2024
  • 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:

  • 401(k)
  • 401(k) matching
  • Paid time off
  • Parental leave
  • Professional development assistance

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday
  • No nights
  • No weekends

Supplemental pay types:

  • Bonus pay
  • Commission pay

Work Location: 10035 City Walk Dr, Woodbury, MN 55129