What are we looking for?A kick-ass Technology Specialist.

Where are we looking?This is a fully remote position.

What type of job is this?Full-time. And then some.

Who would you report to?Our Partner Support Manager. She kicks ass like nobody's business.

What will get our attention?

• If you have a working knowledge of AV systems, and how smart-home systems work
  
• If you’re passionate about consumer technology
  
• If you have experience in integrated technology systems
  
• If you like taking things apart, and figuring out how they work
  

What should you bring to the table?

• At least basic experience and/or working knowledge of AV systems and how smart-home systems work (preferred but not required);
  
• A genuine passion for problem solving;
  
• Excellent communication skills – this means you know how to write grammatically accurate sentences, and you can “speak good;”
  
• Superb customer service skills - when someone calls for support, it’s because they have a problem. They’re frustrated. Sometimes, they’re even pissed. We've all been there, right? Our Tech Specialists need to be able to assure someone we’re going to take care of them. Every time.
  
• The ability to evaluate situations in the moment and make quick, appropriate decisions;
  
• A self starter mentality, and capable of working independently when needed;
  
• An unwavering work ethic - our clients and team depend on you;
  
• The availability to provide support during business hours and/or pre-scheduled after-hour/weekend shifts;
  
• An impeccable attention to detail and great organizational skills;
  
• An eagerness to learn; an aptitude for learning new technical skills.
  

What do we bring to the table?

• A team of aces willing to do anything for each other
• 100% company-paid medical insurance
  
• Eligibility for dental, vision, short-term disability, and life insurance
  
• Flexible time off policy
  
• 401K plan

What would a typical day look like?

As a Technology Specialist, you are responsible for providing instant triage and remote troubleshooting support to end-users as they call or send emails to us describing their challenges with any of their home technology. When an end-user needs assistance, you quickly assess their situation and if possible provide a solution in the moment. You document the issue, the steps you took to diagnose, and the workarounds you provided. You assess urgency in an empathetic manner so that our partners in the field can follow up efficiently and appropriately. You will learn best practices for providing support, troubleshooting technology, and maintaining good data.

In short, this position provides remote support for all manner of smart home systems, including audio, video, networks, lighting, thermostats, access control, cameras, and phone systems. The list is never ending and always expanding. As you get more comfortable in your role, you'll be expected to assist in training others. 

Curious if you’ll fit our culture?

• Do you believe there’s always room for improvement? We are constantly in the pursuit of perfection when it comes to our client experience.
  
• Do you always have a backup plan? Things rarely go according to plan, so it’s important to be prepared. Or have MacGyver’s cell number.
  
• Are you frequently putting yourself in others’ shoes? We pride ourselves on being empathetic to any partner’s situation, and give them the benefit of the doubt.
  
• Do you always dot your i’s and cross your t’s? Attention to detail is a must. We don’t bend on this one.
  
• Can you keep a secret? Good, because our end-users’ privacy is a top priority.
  
• 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.
  
• 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.

What are we looking for?

A rockstar Membership Sales Specialist.

Where are we looking?

Boston, MA and/or Remote

What type of job is this?

Full-time; Base salary plus commission.

Who would you report to?

This department is relatively new to our organization, so we’re still figuring out the long-term reporting structure! In the meantime, this position reports to the Director of Partner Development relative to day-to-day goals and activities. This position also works with our Founder/CEO to collaborate on the sales pitch and value proposition.

What should you bring to the table?

• A high level of comfort conducting consultative sales-focused conversations with clients;

• A high sense of urgency and a passion for closing;

• Excellent verbal/written communication skills – this means you can “speak good” and are extremely comfortable talking over the phone to strangers while also engaging in email dialogues with prospective clients;

• Ability to learn and use various software programs and tools such as Pipedrive, Calendly, Zendesk, Slack, and Google Suite;

• A high level of comfort with building sales processes, and adapting processes in real time;

• The ability to evaluate situations in the moment and make quick, appropriate decisions;

• A self-starter mentality, capable of working independently when needed;

• An unwavering work ethic - our clients and team depend on you;

• An impeccable attention to detail and great organizational skills;

• An eagerness to learn; an aptitude for learning.

What will get our attention?

• If you have outbound or inbound phone sales experience in your background, and can demonstrate proven success with said experience;

• If you’re really, really comfortable talking to, and connecting with, strangers;

• If you have experience in the high-end services industry;

• If you have experience selling services;

• If you’re okay getting told “no” 80% of the time, without letting it wear you down;

• If you’re interested in growing this position within the company. It’s a newer position and we hope to expand it and even build a team around it;

• If you’ve got mad soft skills or people skills; like most sales focused positions, it’s all about how well you can “read people!” If you’re really good at this and adapting your style to their personality or mood, we want to talk to you;

• If you write convincing emails like a champ.

What would a typical day look like?

• You will spend part of your time proactively working with our Partners to gain a better understanding of their clients’ systems, expectations, and habits surrounding their home technology. Such an understanding will be crucial to the success of this role when interacting with those clients to discuss their support needs.

• The Membership Sales Support Specialist will line up your sales activities, so you can hit the ground running each day.

• As referenced above, you will devote much of your time each day to emailing and calling our clients, setting consultation appointments with them, and discussing their customer-support experience with us, helping to provide high-touch experiences and Quality Assurance to these clients.

• During these calls, you will share with our clients the benefits of increasing their level of membership with us, and will navigate them through the process of moving up from one membership tier to another.

• You will live in our CRM, Pipedrive for tasks and prioritization. In this platform, you’ll be directly responsible for managing the path of each client through their sales journey, constantly keeping this database current and accurate. You’ll also manage other platforms such as Calendly for setting and managing appointments and sales calls with clients.

• You’ll also communicate constantly and in real-time with other internal peers through platforms such as Slack and Zendesk. Our company literally lives in Slack, and our Partners also live in Slack. Thus, the position will need to be highly aware and able to manage many slack conversations at once.

• You will constantly be in open dialogue with our Partners to make sure you are all aligned as membership conversations occur for each client, and/or complete requested outreaches that come from Partners regarding their clients.

• Success in this position is demonstrated through sales of membership packages, as well as through providing each of our clients a top-notch experience with our company over the phone.

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;

• Employee-funded 401K plan;

• Lots of team socials (post COVID-19, of course!)

Curious if you’ll fit our culture?

• Do you believe there’s always room for improvement? We are constantly in the pursuit of perfection when it comes to our client experience.

• Do you always have a backup plan? Things rarely go according to plan, so it’s important to be prepared. Or have MacGyver’s cell number.

• Are you frequently putting yourself in others’ shoes? We pride ourselves on being empathetic to any partner’s situation, and give them the benefit of the doubt.

• Do you always dot your i’s and cross your t’s? Attention to detail is a must. We don’t bend on this one.

• Can you keep a secret? Good, because our end-users’ privacy is a top priority.

• 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.

• Are you OK with making a mistake? We are too, as long as we learn from them and don’t repeat.

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.

What are we looking for?

A Systems Administrator who is also capable of operating as our Air Traffic Controller (keep reading to learn more about what this means!).

Where are we looking?

Boston, MA (strong preference for Boston-based candidates)

What type of job is this?

Full-time.

Who would you report to?

The Director of Technology Member Services.

What should you bring to the table (the basic requirements)?

• Solid experience maintaining 3rd-party SaaS applications including, but not limited to, Zendesk, PagerDuty, RingCentral, Google Workspace, or Slack

• Experience in a MSP environment

• High comfort level with hands-on configuration and day-to-day troubleshooting of modern cloud infrastructure apps and IT systems

• Demonstrated ability to configure, test, and maintain systems, storage, networking, application software, and system management tools

• Strong command of best practices around security and privacy

• Exceptional customer service

• An enthusiastic client-centric focus

• Maniacal attention to detail and great organizational skills

• Ability to solve “one-off” issues and requests, while still maintaining a focus on the bigger picture

• Ability to demonstrate high-level problem-solving and decision-making skills

• Self-starter mentality capable of working independently

• Eagerness and aptitude for learning new technologies and systems

• Willingness to share and explain technical decisions to stakeholders

• Reliable work ethic - our systems, teams, and processes will depend on you

• Strong desire to be a team player - we are all in this together and need to be committed to working together

• Prioritize and multitask effectively

• Occasional travel to client sites

• Availability to provide support during non-business hours as needed

• After-hours work as needed

• Participate in on-call rotation

What will really get our attention?

• 3-5 years of enterprise-level experience managing SaaS in the areas of support ticketing, communications, VoIP, subscription management, payments, and data management/reporting

• Broad understanding of existing SaaS applications for enterprise support environments

• Experience working with C-Suite executives and/or high-net-worth individuals

• Experience with professional smart-home environments

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

• Employee-contributed 401K plan

• Ability to work-from-home

What would a typical day look like?

Our Technology Member Services team is a lean team (a total of five employees, including you) that is optimized to quickly deliver the best technology support service to our portfolio of 40 clients. Our clients consist primarily of high-net-worth families and individuals who live in and around the Boston metro area. The technology that we support includes their personal and smart-home related systems. They rely upon us to keep all of their personal and home technology running, including but not limited to - their personal cell phones, their laptops, their desktops, their home theaters, their home security systems, their smart speakers and smart window shades, etc.

We attempt to resolve every request as soon as we get it. At a minimum, we acknowledge receipt within 30 minutes of them reaching out, and set expectations for when we will be able to resolve their issue. Our clients view us as technology experts and expect us to provide them with a holistic solution. This means we must 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 as a result of this issue and/or proposed solution.

This brings us to where you fit in. We’re looking to hire an “air traffic controller” with a deep Systems Administration background who will be our first responder when members reach out about their home or personal technology. Whether by email or phone, you will be responsible for opening a ticket and contacting the client to try and resolve their issue or request. We expect you to troubleshoot these issues to the best of your ability, but do not expect that every issue can be resolved remotely. Once you’ve determined if the client needs an on-site visit from one of our field specialists, you’ll make that happen by coordinating the on-site visit between the client and the three members of our field team.

But that’s just the “reactive” of the role. There’s also the “proactive” side of the commitment we’ve made with our clients.

We set the technology standards for our clients and they have agreed to operate within these parameters. Our goal is to integrate complex technologies that are simple and easy for our clients to incorporate into their daily lives. We have established an extremely well-thought-out technological environment that allows us to quickly diagnose the problem whenever something breaks. By proactively monitoring and managing their technology in the background, we strive to minimize the technology failures or resolve issues before our clients ever experience them. You’ll help establish and validate these standards, and work with the team to proactively maintain our clients’ equipment to ensure it’s “within compliance.” The opportunities to evaluate technology to make sure we’re providing the best-in-class recommendations are endless.

You’ll also work with our 3-person field team to “manage their days” efficiently and effectively, with the goal of maximizing the client experience for our clients. We’re looking for someone to help our team bring order to their daily chaos so that the field specialists can focus on delivering exceptional service to our members.

This person will be responsible for seamlessly holding everything together by executing the daily operational and logistical tasks necessary to help each member of our team do their job effectively and expeditiously. Generally speaking, this position will require you to think logically and linearly about everything you do, while managing multiple parallel tasks on any given day.

To recap, your typical day will involve any combination of the following:

• Promptly addressing and remotely resolving incoming incidents and requests that come in from our 40 clients via email, phone, or text;

• Properly setting expectations for the client when you’re not able to remotely resolve their issue and need to escalate it to one of our field team members;

• Developing documentation to incorporate proper processes and procedures as standards, in order to provide better proactive service our clients

• Monitoring deliverables and ensuring timely completion

• Maintaining clients’ systems for a high level of uptime and security

• Making recommendations for needed system upgrades/changes to clients’ personal and home technology setups

Curious if you’ll fit our culture?

• Do you believe there’s always room for improvement? We are constantly in the pursuit of perfection when it comes to the client experience.

• Do you always have a backup plan? Things rarely go according to plan so it’s important to be prepared.

• Are you frequently putting yourself in others’ shoes? Whether we’re fielding a frantic request or providing technical instructions, we always need to be empathetic to the situation.

• Do you always dot your i’s and cross your t’s? Attention to detail is a must.

• Can you keep a secret? Good, because our end-user’s privacy is a top priority.

• 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.

• 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.