The Mission: Design technology solutions and experiences that enable anyone, anywhere to be able to do what they love in the most efficient and simplest way possible.

About Position

As a lead Team Technical Leader, you know tech like the back of your hand, and you have the personable people skills needed to ensure a team stays focused and inspired. This position  oversees all technical solutions agents, and manages the technical repair divisions of Razelle including Home and Business services.

Can you transcribe a client’s issue into a solution? Do you keep yourself informed on the latest tech in your free time because it interests you? If you’re technical, you know it’s not just a simple break and fix world, where every client is able to provide all the information needed to resolve an issue. “My email isn’t working” could mean Windows is missing its boot partition and needs to be reinstalled. Can you think on the spot, and have a good idea of what you’ll need to do to ensure the client’s issue is resolved? Can you paint a mental picture, research and troubleshoot resolutions to issues? You’ll work with state of the art, internal equipment that rivals even the biggest technology repair companies. Our clients are important to us, it’s important we provide them the very best.

You’ll be able to work directly with clients on resolving their technical issues and frustrations, along a variety of OSes and devices. You’re their saving grace, and it will be your responsibility to get them on the right path. You will be expected to not only be the next chain in command for issues TE agents can’t resolve, but also be their inspiration and learning tool.

Responsibilities

·      Manage and inspire your Solutions Technical agents to ensure all processes are being followed, and a high level of quality is being maintained

·      Oversee open service orders in a broad scope, technician team decision making and ensure quality and timely repairs.  

·      Ability to make on the fly managerial decisions relating to technical solutions and services

·      Provide a backbone of support for your team members during difficult situations

·      Ensure customer disputes and disagreements are handled with grace, and the client comes out ahead

·     Be a dependable leader to your technical team and assist with arduous tasks that your counterparts are stumped with.

·      Be the next source of inspiration for your agents to work together to repair and resolve client technical issues, which includes software to hardware issues from Windows, Mac OS X, iOS, Android, etc if needed

·      Provide remote support both in person or virtually from your desktop if needed

·      Ability to knowledgeably but without confusing customer explain a resolution processes and steps needed to ensure their satisfaction

·      Ability to work on assigned projects outside normal day to day activities

·      Research, troubleshoot, and build off other ideas to ensure difficult issues are resolved

Requirements

·      Become a trusted partner with your agents to ensure employees feel safe, secure, and inspired

·      Be willing and able to answer questions that may arise with your technical team when you are out of store.  

·      A natural drive to help others

·      Technical knowledge with a variety of operating systems including Windows, Mac OS X, iOS, and Android is required

·      Test technology functions, diagnostics, and provide outside of the box solutions

·      Use previous experience or your own real world knowledge to resolve issues you may not have seen before, but can research and find a path to solution

·      Familiar with backing up, imaging, reinstalls, handheld small tools such as screwdrivers or voltmeters

·      Resolve common customer frustrations, such as but not limited to security concerns related to viruses

·      Ability to document and explain for proper notes and billing to occur and be reviews

·      Ability to work correctly, diligently, and quickly

·      Previous experience, projects, or examples of technical work and skill level will be requested to be shown

·      Top notch presentation of your brand, your vibe, and how you present yourself

·      A natural drive to help others

·      Exceptional writing and verbal abilities, and ability to teach respecting a wide variety of skill levels

·      Ability to build long lasting relationships on friendliness and trustworthiness

·      Working well with a variety of people, teams

·      Ability to make “executive” decisions quickly and accurately if needed

·      Demonstrate ability to master Razelle products, services and solutions

·      Flexible work schedule, including evenings and weekends in a retail store

·      You must be at least 18+ years old, and provide a valid driver’s license in the country in which you are applying, along with having a 2+ year clean driving record

Razelle is an equal opportunity employer and does not discriminate. We’re excited to work with you, and hope the feeling is mutual.  To Apply, click the Apply button above.