Customer Service & Mac Support Specialist

Overview

mac tonic is seeking a customer-facing employee to provide welcoming front-counter service, one-to-one client consultations and help appointments, and Tier-1 Mac technical support. The right candidate will be loved by clients, respected by crew members and feared by disorganization. We value warmth, reliability, organization and aptitude; Mac proficiency is required, while professional repair experience is welcome but not required. The initial role includes three front-counter days per week; additional hours may involve technical, administrative or business-development work, depending on your abilities, availability and shop needs. Some periods involve multiple customers and incoming calls; quieter periods allow time for appointments, follow-through and other useful work.

This year-round position offers 21-40 hours/week, Monday - Friday (with employee-choice Saturday scheduling). Our priority is (3) front-counter days per week, with coverage needed Tuesday through Thursday and/or Saturday; the final combination of days will be agreed before hiring. Typical shifts are 9:30 AM - 5:30 PM. Applicants seeking a dependable part-time role are welcome, as are those interested in additional hours and contributing to team leadership or business operations. We are entering our busy season, so an early start date is preferred.

Duties

• Shape the customer experience: provide enthusiastic & professional front-counter, phone and written service; conduct one-to-one client consultations and help appointments; provide Tier-1 Mac technical support and basic triage; prioritize customers and incoming calls during busy periods; check equipment in/out accurately, process sales and payments, communicate repair updates and estimates, and maintain a welcoming storefront
• Serve the team: write clear, concise notes documenting client needs, work performed and next steps; handle cash responsibly and protect confidential customer information; keep equipment and parts organized; prepare resale Macs (testing, software install, cleaning); use quieter periods productively; treat coworkers with kindness and respect
• Grow your knowledge: follow written instructions, apply written feedback constructively, and develop your Mac support and repair skills
• Expand your role (as time and ability allows): evaluate & test trade-in candidates and refurbishment units, provide additional billable Mac repairs within your demonstrated abilities, streamline procedures, take on administrative and operational responsibilities, assist the Owner on cross-functional projects, help grow the business, contribute your unique skills, support team leadership

Skills

• Customer service experience and an eagerness to help people
• Basic Mac proficiency and the ability to provide one-to-one help and Tier-1 technical support
• Ability to prioritize calmly when customer traffic and phone calls overlap
• Ability to write clear, concise notes
• Ability to follow written instructions and respond constructively to written feedback
• Patience, empathy, kindness and respect for customers and coworkers
• Organization, attention to detail and adherence to company procedures
• Initiative to use quieter periods productively
• Punctuality, reliability and willingness to offer & ask for help
• Ability to explain technical information without complex jargon
• Availability for (3) agreed front-counter days per week, with coverage needed Tuesday through Thursday and/or Saturday

Additional Beneficial Skills:

• Mac technical or repair experience
• Retail experience
• Housecall or small-business Mac support experience; management, team leadership or business-development experience; social media or graphic design skills
• Ability to walk, bike, bus, carpool to work (parking not provided; partial subsidy available)

About mac tonic:

Conveniently located on 13th & Oak in Eugene, mac tonic is the highest rated, locally-owned Macintosh service provider between Portland and San Francisco. We offer the largest selection of pre-owned Macs in the area. For more than 25 years mac tonic has earned a reputation for humanizing the technology experience. We love our customers and they tell us that the feeling's mutual.

Pay: From $17.50 per hour

Expected hours: 20.0 – 40.0 per week

Work Location: In person

Salary : $18