Newmind Group Happiness Technician

If you understand the importance of top-notch communication and you love to help people by solving their technology problems, then we may have the job for you!

At Newmind Group, we are passionate about simplifying technology and making our clients’ work day a little easier and brighter. Delivering happiness via managing technology and client relationships is no easy task. We are looking for people with the right mix of compassion, communication skills, and technical knowledge to get the job done.

The Happiness Technician is the first point of contact when a client reaches out to us for help via phone, chat, ticket, email, or in person. The first and most important requirement of this position is the ability to listen attentively and with compassion and then respond quickly, comfortably, and with care. Proven troubleshooting skills and the ability to think on your feet are the next most important skills we seek.

In general, a typical day for a Happiness Technician involves:

• Helping clients and Newmind teammates.
• Troubleshooting, investigating, and solving problems.
• Crafting and editing helpful support documentation.
• Being an active member of a team that provides technical support to our users via live chat, email, and phone support. Our support hours are 8AM-6PM Monday through Friday, with an On-Call rotation to cover for evenings and weekend emergencies.
• Building a community of support by sharing knowledge and insight amongst team members.

To be a successful member of the team requires the following:

• Patience, grace, and a sense of humor.
• Excellent written and verbal communication skills.
• A knack for taking technical language and making it understandable.
• A passion for solving tough problems and proposing simple/effective solutions.
• Must be resilient and take responsibility.
• Be incredibly curious and eager to learn.
• Strong organization, time management, and task-switching skills.
• Effective communication skills; Communicate Responsively, Comfortably, and with Care.
• Be self motivated.
• Working knowledge of “All of the Technology” typically found in a small/mid-sized business environment (wired and wireless networks, printers, workstations, servers, domain controllers, email systems, phone systems, backup systems, etc).