Welcome, former Heroes!
With a new site comes a new job offering system! As many of you know, HelloTech was previously using a mobile app to send all the field technicians job offers and that allowed the technicians to log the time of the job, submit post appointment notes of what took place during the appointment, and a section to have the customer sign off that all work they asked for was completed.
How will I get notified of new service requests?
While we work on getting the app added back into our system, we are implementing a new offering system. Once you have updated your profile page and set your availability, you will start receiving service requests via email and SMS. As a default, you will be sent service requests within 20 miles of the address in your profile page. This radius can be increased to a max of 50 miles.
It’s very important that you set your availability, otherwise you will not receive any job offers.
When and how do I claim a service request?
New service requests will be offered out simultaneously via email and SMS. The email will contain detailed notes about the service request and will have a button for you to claim the job. In the SMS messaging, you will only be notified of the distance to the job from your address and the rate of pay for the job. If you are interested, you can click on the hyperlink in the message and it will take you to your profile page which will provide more details about the job and allow you to claim the job. Once a job is claimed, the customer will be notified immediately, so please make sure you are only claiming jobs you are 100% sure you are capable of completing.
While in your profile, you can also see any unclaimed jobs in your service area. You can do this by clicking on the Available Jobs tab. This will display a list of all the unclaimed jobs in your service area which are still in need of HelloTech assistance.
What do I do after claiming a job?
Once you have claimed a job, you will be provided the customer’s contact information. You are then going to call the customer ASAP - preferably within an hour of claiming the job - and confirm the appointment time and obtain any additional notes about the service request. If you have any difficulty contacting the customer via phone, use the email address provided as another means of contact.
If for any reason you are unable to perform the service after you’ve claimed it, or it was claimed accidentally, PLEASE CALL US IMMEDIATELY at 1-415-799-3030 to let us know so we can coordinate with another technician.
How do I keep HelloTech updated on services I’ve claimed?
Use the dashboard in your account to mark off milestones and notes such as contacting the client, meeting with the client, and completing service. Don’t be afraid to over-share with us. Leaving us detailed notes is another great way to ensure that you’ll get prioritized access to new service requests.
How do clients review my work?
Prior to leaving the job site, show and explain to the customer the service(s) you provided. Immediately after you select “Mark Complete” from the “Actions” dropdown on the relevant order via your dashboard, we will send both email and SMS notifications to the client to verify that the service is completed to their satisfaction. These notifications will include the ability to provide a star rating (1-5) for your service as well as written feedback about the experience.
I performed additional services while on-site. Can I add that to the client’s invoice?
With the merger of HelloTech and Geekatoo, a few things have changed. One of the most important changes is that HelloTech is now providing flat rate services. This is contradictory to how many of the HelloTech technicians were operating. If a customer asks for an extra service outside the one(s) listed on the service request, you will need to add additional services to the customer invoice. These extra charges can ONLY be added if they have been consented to by the customer.
You are not obligated to perform any services that were not originally listed on the service request. If at any point you are uncomfortable with the client’s requests or have questions about how to proceed, please call us immediately at 1-415-799-3030 for assistance. HelloTech support can assist you with speaking to the client to verify the scope of work required.
What is the pay rate now?
HelloTech previously offered it’s technicians basic hourly pay for services they provided. Now, HelloTech is offering a flat rate pay to technicians. This pay will average out to be substantially higher pay than what you were previously accustomed to. Prior to accepting a job, you will see the rate of pay for the job and can use that as an indicator along with the job details to see if the service request is one you would like to take.