As Broward County continues its economic recovery, one Margate company wants to hire hundreds of workers. MyTechHelp needs local English- and Spanish-speakers who are also fluent in technology.
The company is looking for gadget-savvy employees to assist customers who can call the MyTechHelp hotline 24/7 whenever a desktop computer freezes, a cell phone mutes itself or a laptop erases important data. Rather than calling the help desk of a company that outsources its tech support, at MyTechHelp, you can get U.S.-based agents who will shed light on (and fix!) the mysterious malfunctions of any device in the house.
The company has grown exponentially since its inception in 2009, and founder Benzion Aboud says by the end of the year, the phone-answering army of 200 needs to grow to 500 to handle demand.
“We want to make sure, number one, that they [customers] can relate to the person they’re talking to,” he said. “Think about it, if you call us and you’ve got a problem, the last thing you want to do is talk with a guy in India who doesn’t know what the hell he’s saying.”
Besides getting someone who sounds more familiar (in terms of both accent and cultural understanding), the agents at MyTechHelp have access to a “knowledge base” of solutions for just about any technology problem. Once a problem has been resolved, the solution goes into the company knowledge base system that agents can quickly search whenever a customer presents a problem they haven’t seen before. Aboud says this database makes response time faster and more efficient.
The agents on the other end of the phone are “techies, geeks and IT ninjas,” said Brett Bieber, the director of MyTechHelp. These people “love technology,” he added, and have a “resolution rate well over 90 percent.”
The service works on a subscription basis; like AAA subscribers are covered for roadside car problems, MyTechHelp comes to the rescue for technology problems. First-time customers can buy a year membership for $159.99 that allows them to call as many times as they want with any problem on any device, including computers, cameras, TVs, scanners, printers and cell phones. There is also an option for a six-month subscription for $99.99, or a 30-day subscription for $59.99 and an additional monthly charge.
This compares to the $69.99 charged for a single visit from Best Buy’s Geek Squad. The more established competitor iYogi charges $169.99 for a year subscription and limits the scope of its tech support.
Aboud, a fast-talking New Jersey native who also founded parent company Saveology, says that the service should be so efficient and professional that it becomes something that people can’t live without. “We have customers who call us now two, three times a month,” he said. “Some of these customers know our agents by first name.”
Much of the customer feedback sings the praises of these technology miracle workers. Sister Glenna Smith, president of a federation of Benedictine monasteries in Bristow, Va., called MyTechHelp when her computer started “behaving oddly.” In an email to The Miami Herald, she described the agents as “courteous and competent.” Acknowledging her own technology illiteracy, she said “the technician’s knowledge and perseverance were amazing.”