At PlumChoice, we're all working together towards the same goal: to revolutionize the remote services industry and deliver a better, easier, faster computer and technology support solution for our customers in North America. If you want to put your talents to work for the most exciting, high-growth service company to hit the industry, PlumChoice is the place to be!
To apply for a position at PlumChoice, you can email your resume and a brief cover letter to recruiter@plumchoice.com, attn. Hiring Manager. Please reference the Job Title in your subject line. PlumChoice Online PC Services is an equal opportunity employer. Last updated 2/7/08
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Engineering Supervisor
Dispatch Representative
Program Marketing Manager (San Antonio / Dallas Area)
ENGINEERING SUPERVISOR
Position Summary
At Plumchoice, our employees are our greatest assets. As such, we place a high value on attracting and retaining the best employees, and providing them with a workplace that allows them to thrive and flourish. We have opening for an Engineering Supervisor. This individual will be responsible for managing the performance of a team of up to 15 Tier 1 Engineers. This includes workflow, scheduling, individual performance feedback, training, and meeting corporate metric goals.
Position Type: Full-time
Key Responsibilities
- Provide remote technical support to our customers.
- Respond promptly to scheduled service appointments.
- Respond promptly to on demand support requests.
- Take ownership of customer issues and see them through to resolution.
- Up sell products and services when appropriate.
- Advise customer of software and hardware options and best practices.
- Attend training to improve service and learn new products and procedures.
- Mentor Tier 1 Engineers to improve their overall performance.
- Report on activities to Engineering Manager.
- Report team performance metrics to Engineering Manager.
- Manage the scheduling and availability of Tier 1 Engineers
- Monitor activities of Tier 1 Engineers through recorded sessions, recorded voice calls, email, and active monitoring of appointments.
- Assist in the hiring of new Engineers.
- Submit Tier 1 Engineers Performance Reviews to Engineering Manager for approval.
Qualifications
- Extensive knowledge of personal computer hardware.
- Demonstrable skill with Windows OS, MP3 players and software, MS office, email, printers, anti-virus, spy ware removal, and networking.
- Ability to communicate technical issues in a way that non technical individuals can understand.
- Ability to provide customer service over the phone and via the computer.
- Ability to work independently.
- Excellent writing skills.
- Ability to coach and improve the performance of employees
Education
- At least one of the following certifications: A+, MCSE, MCP, CNA, CCIE, MCSA, CCNP, Net+
- High School Diploma or equivalent required, college education preferred
Experience
- At least one year in a customer facing support position.
- At least 1 year supervisory or management experience.
PlumChoice Online PC Services, Inc. is an Equal Opportunity Employer
Interested candidates should forward their resumes and salary history/requirements to
recruiter@plumchoice.com.
PlumChoice Online PC Services is an equal opportunity employer.
DISPATCH REPRESENTATIVE
PlumChoice Online PC Services, one of the fastest growing companies in the remote computer support industry, has immediate openings for
Dispatch Representatives to support our key customer accounts. We are looking for high-energy, self-starters to join our world-class
dispatch service team. The Dispatch Representative will work in our Billerica, Massachusetts headquarters. We have a variety of shifts available
during the 8 a.m. - 1 a.m. time frame, Sunday - Saturday.
Experience:
- The ideal candidate will have previous call center or customer service experience, along with the ability to work in a fast growing, rapidly evolving environment.
- Proficiency in Microsoft Office
- Strong working knowledge of computer systems and familiarity with electronic peripherals.
- Experience and working knowledge of internet usage and navigation (MSN, AOL, Comcast, etc.)
- Key characteristics include outstanding communications skills, strong multi-tasking and time-management skills, excellent attention to detail and ability to learn continuously changing dispatch operations.
- High school graduate or equivalent.
Duties:
- Acknowledge, evaluate and appropriately handle incoming calls
- Provide scheduling support for customers seeking on-site technician appointments
- Convey interest in each customer through courtesy, attentive listening and a friendly caring image.
- Apply job knowledge to provide accurate and up-to-date information
- Guide customer service related activities to resolution
- Escalate unresolved customer issues to supervisor
- Make contibutions and participate as a team member by sharing ideas, identifying problems and recommending solutions
- Consistently meet productivity goals
If you are qualified and would like to apply for an available position, please email your resume to
recruiter@plumchoice.com.
Program Marketing Manager (San Antonio / Dallas Area)
Job Description:
The Program Marketing Manager will manage marketing initiatives and activities for PlumChoice partners. Responsibilities, at a high level, are to help maximize sales productivity by developing and implementing programs and processes with each of our current channel partners.
This position is based in the greater vicinity of San Antonio / Dallas, TX area and relocation will not be provided.
Responsibilities:
- Prioritize partners, marketing support, and activities.
- Develop marketing programs to maximize product sales.
- Co-develop ad copy and art with marketing team and provide to partners.
- Assist in creative layout. Designs ads when needed. Get ad approvals from marketing.
- Track partner's usage of incentive programs, etc. and communicate results to partner sales manager and partner marketing team.
- Provide front line support for all marketing questions, concerns, suggestions, etc.
- Participate in quarterly business review meetings.
- Track and communicate partner marketing activities back to marketing organizations.
- Coordinate timing of solution launches and associated events/collateral between partner and sales manager.
- Up to 40% travel required to partner locations, partner and PlumChoice events & meetings. Serve as liaison between clients and PlumChoice.
- Review partner web pages for accuracy and content.
- Assists in launching product promotions.
- Identify and launch additional sell-through programs, incentive-based programs.
Education/Background:
- BS/BA required; MBA preferred
- 5-7 years in marketing and/or outsourcing with contacts into Telco / ISP.
- Financial modeling
- Strong written and communication skills are essential.
- Proven track record in developing successful consumer marketing programs.
- Results oriented with strong analytic skills.
- Ability to develop business relationships and travel.
- A strong ability to understand local product requirements, uniqueness of local environments, and to interact with all levels of management is essential.
- Successful execution in this role will require innovative thinking, entrepreneurial attitude, and a passion for supporting evolving business units.
- Creative attitude and results-oriented balancing initiative and collaboration needed.
- Excellent team-building, organizational and project management skills, including the ability to develop realistic project plans that effectively use available time and resources.
- Ability to work remotely
To apply, please submit cover letter, resume and compensation requirements to:
recruiter@plumchoice.com.
PlumChoice Online PC Services, Inc. is an Equal Opportunity Employer.
