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A Day in the Life of a Remote Help Nerd
Setup for Work
To qualify for the $5 an hour standby pay, Remote Help Nerds need to be:
- In front of their computer with their headset on.
- Logged into GoToConnect for call handling.
- Logged into Google Workspace (Calendar, Contacts, Email) via help@neighborhoodnerds.com for note-taking and scheduling.
- Splashtop Business application open for remote access capabilities.
- Logged into HubSpot for accessing additional member information.
Ensure you are ready to work, seated at your computer.
Morning Routine
Begin your shift by:
- Checking all emails at help@neighborhoodnerds.com and responding accordingly.
- Responding to SMS messages received through GoToConnect.
- Listening to and responding to all voicemails.
- Following up with members via email after phone calls for a documented communication trail.
Primary Responsibilities
Throughout your shift, prioritize:
- Answering incoming calls promptly to avoid voicemails.
- Immediately responding to texts and emails.
- Scheduling Nerd Visits or Remote Nerd Sessions while managing your availability to remain responsive to new incoming contacts.
Engagement and Efficiency
Engage members efficiently by:
- Attempting to solve problems quickly during initial contact, without exceeding 5-10 minutes per call.
- Scheduling Nerd Visits or Remote Nerd Sessions for more complex issues or when immediate resolution isn’t possible.
- Ensuring you’re compensated for organizing visits/sessions for others and for any direct involvement in these activities.
Operational Ethos
Always maintain a Gizmo state of mind:
- Be happy, friendly, honest, and patient.
- Show empathy and care towards members.
- Standardize terminology: Use “Nerd Visits” for in-person help and “Remote Nerd Sessions” for virtual assistance.
Communication Scripts
Follow standardized scripts for greeting and assisting members:
Thank you for calling Neighborhood Nerds, this is [Your Name]. How may I help you?
Conclusion
This guide ensures Remote Help Nerds are prepared, responsive, and effectively engaged in providing exceptional service to members, embodying the values and operational standards of Neighborhood Nerds.
Leo
Born in Wurzberg, Germany April 6th, 1969. I have one younger brother. Grew up in Southeast US. I attended Central HS in Knoxville, TN and finished at Greeneville HS in Greeneville, TN. I met Debbie at Greeneville HS; we dated through college, her at Clemson and me at UTK. We married December 28th, 1991 in Greeneville, TN. We have four healthy sons. God has truly blessed me with a wonderful life!
I do a little bit of this, little bit of that; i'm an electrical engineer by trade (UTK 1991) and my day job is my engineering business (DBR Systems) where I provide automation solutions for manufacturing facilities. I also do some real-estate investing where I try to buy a new property once or twice a year; I run this business as RK Properties, LLC I also have a software company with a buddy in Seattle Bright Software, LLC Oh yeah...Founder of E.O.K. with partners Jay Albright and Chris Austin! I'm always looking for something else...
