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Current Job Openings

  • Productivity Associates Inc. (PAI) is a Technical Support and Customer Care service provider located in San Diego.

    PAI is actively seeking a bilingual (German/English) Customer Support Specialist for our Kearny Mesa (San Diego) location.

    The Customer Support Specialist will be handling hardware and software troubleshooting for client-side computers in an OS X, and Windows 7 environment. Typical issues to resolve will be diagnosing and troubleshooting issues with USB-attached digital video recording equipment for both English and German speaking customers via phone and email.

    We have a 24/7 contact center. Candidates must be willing to work any hours/holidays. Shifts will be assigned but may change to meet service needs.

    Essential Duties: 
    • Proactively identify customer issues, escalate and actively participate in the problem/resolution process 
    • Troubleshooting technical issues 
    • Interface with & troubleshoot existing customer networks and software. 
    • Identify customer service issues and drive escalation and resolution efforts. 
    • Assist end-users in use of customer software and products

    Required Skills & Experience: 
    • Bilingual in German and English (both written & spoken) 
    • Ability to demonstrate engaging interactive people skills and a positive attitude! 
    • Experience with OS X, and Windows 7

    Desirable Skills & Attributes 
    • 1+ years Technical or Software Support experience 
    • 3+ years of Contact Center or Customer Service in a Call Center environment Experience 
    • Strong communication, organization, prioritization, and written skills. 
    • Experience with a variety of Operating Systems- specifically OS X and Windows 7 
    • Knowledge of UPNP/DLNA Protocols 
    • Experienced in supporting desktop and laptop computers. (Mac, Dell, Compaq, HP, Lenovo, etc) 
    • Wireless and broadband troubleshooting and connectivity issues 
    • Ability to walk users through preliminary troubleshooting steps

    Pay and Benefits: This is a full time non-exempt position that pays $15.00 per hour

    PAI offers an incredibly comprehensive Benefits package. Paid Time Off. 401(k). Free Lunch Fridays and telecommuting.

    PAI is an Equal Opportunity Employer

    Apply Now!

  • Help Desk troubleshooting of client-side computers in a 98/2K Pro, XP Pro, and Windows Vista environment. Typical issues to resolve will be hardware issues, printing, applications (MS Office Suite, Various E-mail Applications), OS's, password resets, etc.

    ESSENTIAL JOB FUNCTIONS:

    • Maintain phone coverage by starting your shift on time and logging into the assigned queues
    • Provide 1st level support including troubleshooting and diagnostics to our customers, service vendors, Level 1 organizations, and field technicians.
    • Answer incoming calls from installation vendors
    • Work assigned Remedy ticket customer queues in a timely manner to meet SLAs
    • Escalate calls/tickets in a timely manner to the Technical Lead
    • When needed, work as a Project Assistant under the direction of the Project Lead. As a Project Assistant a TSE will be a technical resource for rollout teams as well as assist in the preparation of rollout projects.
    • Complete scheduled and unscheduled tasks as assigned by the Help Desk Supervisor and Technical Team Lead
    • Participate in weekly Call Center team meetings
    • Assist in the training of contractor staff
    • Assist in development of root cause
    • Meet defined SLAs
    • Perform other job-related duties and work on special projects as required.

    KNOWLEDGE, SKILLS, and ABILITIES:

    • Strong customer service experience (Good listening and Interpersonal Skills)
    • Excellent communications skills, written skills, and ability to type effectively
    • Self motivated, detail oriented
    • Experienced in utilizing Remedy CRM or similar incident management software
    • Well versed in Win2K3 and Win2K8 – ability to troubleshoot and diagnose problems (Linux OS and software a plus)
    • Solid understanding of computer technology and networking
    • Well versed in command line interface (DOS and Cygwin)
    • Experienced in using Telnet, SSH, FTP, SCP, RDP networking protocols

    QUALIFICATION REQUIREMENTS:

     

    • 1-2 years of Help Desk/Call Center experience preferred • Experience with Win 2K/XP/Windows Vista Position: Help Desk Tech – T1 Date: 7/10/2013 Department: IZON Media Revision: Reports to (direct line): Help Desk Supervisor Classification: Non-Exempt Reports to (dotted line): VP of Ops Prepared by: Delilah Baeza Authorized by:
    • In-Depth working knowledge of TCP/IP and Internet connectivity
    • Intermediate knowledge of Office 2000, 2003, and 2007 versions • Strong written and verbal communication skills to include a professional proficiency in spelling and grammar for when expanded communication is necessary • Attention to written details and the ability to answer clearly and correctly • Must be well organized and able to handle multiple tasks • Must be a team player and be able to work in a fast-paced environment • Must be a person who is very positive and enjoys producing quality work results • Must be a motivated towards constantly improving their technical skills using tools both in and out of the workplace • Previous experience interacting with diverse personalities in and providing assistance in fields such as help desk, customer service or marketing is desired • Must demonstrate the ability to follow directions, quickly grasp technical processes, and learn new skills at a pace better than average
    • Spanish speaking a plus

    Apply Here!

     

  • Interested in working in a Radically Different, Radically Better environment?

    Do you want to maximize your individual potential through freedom, collaboration and cultivating an environment where creativity can flourish?

    At Productivity Associates, Inc. (PAI) we specialize in serving our customers as well as our people. Based out of Kearny Mesa, PAI is a Technical Support and Customer Care service provider who has been named on WorldBlu’s List of Most Democratic Workplaces for three consecutive years (2011-2013), as well as the 2012 & 2013 San Diego’s ‘Best Places to Work’ List.

    PAI is actively seeking a Full-Time Help Desk Tier 1 to work in a friendly and comfortable team environment performing end-user Help Desk Support.

    In this role, you will be doing Help Desk troubleshooting of client-side computers in a 98/2K Pro, XP Pro, and Windows Vista environment. Typical issues to resolve will be hardware issues, printing, applications (MS Office Suite, Various E-mail Applications), OS's, password resets, etc.

    We have a 24/7 contact center. Candidates must be willing to work any hours/holidays. Shifts will be assigned but may change to meet service needs.

    The ideal candidate will have the following characteristics and experience:

    PRIMARY JOB DESCRIPTION FOR ALL EMPLOYEES
    Get customers, delight customers, keep customers!

    ESSENTIAL DUTIES AND RESPONSIBILITIES: 
    • Supporting desktop and laptop computers. (gateway, Dell, Compaq, HP, Lenovo, etc) 
    • Standard desktop support, including Commercial application questions (i.e. MS Office, email programs, browsers, etc.) 
    • Wireless and Broadband troubleshooting and connectivity issues 
    • VPN installation, connection and troubleshooting 
    • Client based firewall configurations and troubleshooting (Symantec, MacAfee, zone alarm, etc). 
    • Perform password resets, given appropriate access to internal software tools
    • Unlock protected accounts with proper security procedures 
    • Escalate & dispatch desk side technicians or 3rd Party services as needed 
    • Walk users through preliminary troubleshooting steps for in-house proprietary programs and applications used at Customer. 
    • Virus/ Spyware scanning, removal and related activities 
    • Troubleshooting IE and web-based applications, connectivity issues, plug-ins, pop-up blockers, security settings, etc. 
    • Troubleshooting local and networked printers. 
    • Clear print queues 
    • Remote assistance software, GoToAssist, etc 
    • Data restoration assistance 
    • PDA setups 
    • Customized routing and escalation protocols per client requirements 

    QUALIFICATION REQUIREMENTS: 
    • 2-3 years of Help Desk/Call Center experience preferred 
    • Experience with Win 2K/XP/Windows Vista 
    • In-Depth working knowledge of TCP/IP and Internet connectivity 
    • Intermediate knowledge of Office 2000, 2003, and 2007 versions. 
    • Strong written and verbal communication skills to include a professional proficiency in spelling and grammar for when expanded communication is necessary. 
    • Attention to written details and the ability to answer clearly and correctly. 
    • Must be well organized and able to handle multiple tasks. 
    • Must be a team player and be able to work in a fast-paced environment. 
    • Must be a person who is very positive and enjoys producing quality work results. 
    • Must be a motivated towards constantly improving their technical skills using tools both in and out of the workplace. 
    • Previous experience interacting with diverse personalities in and providing assistance in fields such as help desk, customer service or marketing is desired. 
    • Must demonstrate the ability to follow directions, quickly grasp technical processes, and learn new skills at a pace better than average.

    We are an Equal Opportunity / Affirmative Action Employer.

    The above is intended to describe the general content of and the requirements for satisfactory performance in this position. It is not to be construed as an exhaustive statement of the duties, responsibilities, or requirements of the position.

    For more information about careers at PAI become a fan on Facebook and join our careers group on LinkedIn.

     

    APPLY HERE

  • The Desktop Systems Technician 1 is expected to provide tier 1 and computer support to the TMaG U.S. and International user community while training on tier 2 applications and processes. This position will receive escalated issues from support center staff and be required to work with other groups within the IT department to provide problem resolution. This position will report to the Desktop Systems Supervisor and work closely with the Infrastructure Services team, Support Center team, other IT management, and departmental management to determine and provide optimal support delivery.

     

    This position will also be involved in the cross training and professional development of other support staff in order to provide effective support delivery.

    Technical skills:

    • Advanced knowledge of Windows Operating Systems NT/XP/Windows 7 & 8. 
    • Familiarity with Macintosh, Linux, and UNIX operating systems. 
    • Intermediate to advanced knowledge of Ethernet, networking, and cabling. 
    • Intermediate to advanced knowledge of print drivers, print servers and multi-function printer maintenance 
    • Create and edit NT and Active Directory domain user logins 
    • Advanced knowledge of PC based hardware, peripherals, and applications. 
    • Ability to image, build and post-configure a desktop or laptop pc with the standard application rollout, in addition to any supplementary applications, of which the installs are documented in a central folder 
     Able to install and configure Windows based applications for general use by TMaG employees, some of which are specific to different departments. 
     Able to build, reconfigure, and upgrade Windows based hardware. 
     Able to install network peripherals such as printers and services. 
    • Ability to use remote administration tools to identify and troubleshoot user issues. 
    • Ability to use Help Desk Management system to log, track, and verify support center incidents and problems. 
    • Ability to quickly troubleshoot incidents as described by staff to provide for rapid resolution. 
    • Ability to mentor junior support analysts and provide a point of escalation for problem resolution. 
    • Ability to track issues and problems and identify trends for final solution. 
    • Ability to provide accurate resolution documentation into help desk system and knowledge base. 
    • Ability to interact with vendors and contractors for warranty support, issue resolution, and project planning. 
    • Ability to cover extended service hours to provide support to critical production systems. 
    • Ability to interact with other IT workgroups and contacts to provide planning, incident resolution, and root cause analysis. 
    • Assist offsite techs with Support escalations.

    Desired skills:

    • Ability to communicate effectively with staff and end users of all levels. 
    • Ability to provide cross training and support for other Support Center staff. 
    • Ability to understand business goals, objectives, and priorities to allow for proper support delivery. 
    • Ability to work with a variety of organizational departments to determine support needs and provide proper support delivery.

    *Performs other related duties and assignments as required

    Desired experience/training/education:

    • 3-5 years related experience. 
    • Bachelor’s degree in a technical discipline or equivalent IT based experience. 
    • Certification or equivalent experience a plus. 
    • MCSE or equivalent knowledge of Windows operating systems and networking environment. 
    • Intermediate to advanced knowledge of print drivers and multi-function printer systems 
    • Experience supporting a large user environment. 
    • Excellent communication, implementation, and documentation skills. 
    • Ability to work independently and within a team environment.

    Apply Now!

  • Suits Optional... 
    ...Brains Required!!

    PAI and Wizards of the Coast, a subsidiary of Hasbro, Inc., and the world's largest publisher of adventure games, including Magic: The Gathering® Trading Card Game and Dungeons & Dragons® Roleplaying Games has an exciting opportunity for a Japanese Support CSR to join the PAI team.

    This position will be working for a vendor of Wizards of the Coast to provide Customer Service support. All qualified applicants’ resumes will be shared with our vendor for pre-screening and selection. All information will be kept confidential.

    Essential Duties: The Japanese Support CSR is responsible for responding to inquiries from customers, providing assistance to the end user on supported products including Wizards of the Coast core brands, applications, and software. The Japanese Support CSR is responsible for accurate and efficient problem diagnosis. Must remain informed and trained in current products and have excellent customer service skills. Must be able to follow multiple processes accurately. Knowledge and experience with Wizards of the Coast products (Magic: The Gathering and Dungeons & Dragons) is a requirement, and knowledge/experience with products should be included with your cover letter or in your submission. Language and cultural fluency in Japanese is a must.

    Scope of Responsibility

    Provide excellent customer service at all times by demonstrating the following:

    - Efficiently and effectively resolve issues presented by our customer’s end users over the e-mail, ticket, phone and chat systems. 
    - Troubleshooting technical issues with Wizards of the Coast’s products, specifically Magic: the Gathering Online. 
    - Assist Japanese speaking customers with product related inquiries, including release dates, rules questions, and other general product information. 
    - Follow all processes and procedures established for the company with a high degree of efficiency. 
    - Always follow designated scripts and converse with customers using an alert and positive tone. 
    - Become proficient with helpdesk software utilizing the ticket entry system. 
    - Promptly complete training assignments when new modules are available and required to service assigned “Skill Sets.” 
    - Participate as a positive, supportive team member with a consistent goal in meeting customer satisfaction metrics. 
    - Maintain excellent communication with coworkers and supervisors.

    Knowledge, Skills, and Abilities (required):

    - Able to learn and adapt quickly in a demanding customer service environment. 
    - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully, uses reason even when dealing with emotional topics. 
    - Manage difficult or emotional customer situations, respond promptly to customer needs, respond to requests for service and assistance, and meet commitments. 
    - Communicate clearly and persuasively in positive or negative situations, read and get clarification, responds well to questions. Avoid long lapses in communications while waiting for seeking information or during other such occurrences. Keep the client informed of anticipated delays and up-dates on progress during these times. Write clearly and informatively, edits all work for spelling and grammar, must be able to read and interpret written information. 
    - Look for ways to improve and promote quality, demonstrates accuracy and thoroughness. 
    - Show respect and sensitivity for individual & cultural differences. 
    - Treats people with respect, keep commitments, inspire the trust of others, work with integrity and ethics and uphold organization’s values. 
    - Follow policies and procedures, completes administrative tasks correctly and on time, support organization's goals and values. 
    - Adapt to changes in the work environment and services. 
    - Consistently arrive at work and on time as scheduled. Customers are serviced 24/7, so scheduling may vary; flexibility in availability to different times or shifts is necessary. Includes holidays and weekends. 
    - Follow instructions, responds to management direction, take responsibility for own actions, keep commitments. 
    - Demonstrate persistence and overcomes obstacles, measure self against standard of excellence. 
    - Approach others in a tactful manner, react well under pressure, and treat others with respect and consideration regardless of their status or position. 
    - Demonstrate accuracy and thoroughness, look for ways to improve and promote quality and communicates it with supervisors, apply feedback to improve performance, monitor own work to ensure quality and promptness. 
    - Meets productivity standards, completes work in timely manner, strives to increase productivity and works quickly.

    QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    EDUCATION and/or EXPERIENCE: High School diploma or equivalent. Three to six months related experience and/or training; or equivalent combination of education and experience. 1-3 years customer service with direct customer interaction, general knowledge of PC applications and software, hardware and system configuration knowledge, strong problem diagnosing, and problem solving skills. Knowledge of Wizards of the Coast core brands, particularly Magic: the Gathering organized play, is required.

    SKILLS: Must be well organized and able to handle multiple tasks, a team player able to work in a fast-paced environment. Must be a person who is very positive and enjoys the work. Must be motivated towards constantly improving customer service and technical skills using tools provided by the company, as well as pursuing self-development beyond that available through the workplace.

    LANGUAGE SKILLS: Must be fluent in Japanese and English. Must have strong verbal communication skills with the ability to read and comprehend simple instructions, short correspondence, and memos, ability to write clearly in correspondence and to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

    MATHEMATICAL SKILLS: Ability to calculate sums, subtractions, divisions, and multiplications as seen in Wizards of the Coast core brands.

    REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists and the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

    COMPUTER SKILLS: To perform this job successfully, an individual must have experience in the following software applications:

    - Internet Explorer/Firefox 
    - E-mail Microsoft Outlook and/or Express 
    - Others may be indicated for specific customer support 
    - Ability to apply skills enabling the application of new or proprietary software with training 
    - Ability to type 45 WPM error free.

    CERTIFICATES, LICENSES, REGISTRATIONS: No certificates, licenses or registrations are necessary to perform this job successfully.

    PHYSICAL DEMANDS: This job requires an individual to sit, chat and hear over 2/3 of the time. It requires looking at a PC monitor over 2/3 of the time. It does not require an individual to stand, walk, reach extensively with hands and arms, climb or balance, stoop, kneel, crouch, crawl, taste or smell.

    This job rarely requires lifting weight of more than 10lbs. to be lifted or force be exerted.

    This job requires an individual to have close vision (clear vision at 20 inches or less), color vision (ability to identify and distinguish colors), peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point) and the ability to adjust focus (ability to adjust the eye to bring an object into sharp focus) in order to look at computer monitors and status monitors. Manual dexterity is also a requirement for typing, use of a mouse and phone device.

    While this document attempts to describe the key requirements and expectations of this job, it is not all inclusive and other duties may be assigned at any time to meet company objectives. PAI reserves the right to change or amend the requirements and duties related to this position as necessary. While up-dates to job descriptions will be made from time to time as needed, current descriptions do not limit an employee’s requirement to perform other tasks or responsibilities as requested.

    For more information about careers at Hasbro become a fan on Facebook, follow us on Twitter and join our careers group on LinkedIn.

    We are an Equal Opportunity / Affirmative Action Employer.

    The above is intended to describe the general content of and the requirements for satisfactory performance in this position. It is not to be construed as an exhaustive statement of the duties, responsibilities, or requirements of the position.

    Apply Now!

PAI TRIBAL CORE VALUES

  • 1. Quality Means Everything

    Without Great Quality, it does not matter what something costs, it’s not worth it. Quality is delivered to our customers in everything we do, every time we do it.

  • 2. Make Good Choices

    With great freedom comes great responsibility. We trust in each other to do the right thing for the right reasons. Work and live by example with a pride in how you do what you do.

  • 3. Be a Student of Your Life

    Life presents us with great opportunities to learn each and every day…Take advantage of them! Always be learning and always be teaching others both at work and in life.

  • 4. Thrive Through Innovation

    Never accept the way it’s being done as the only way. Constantly look for ways to improve everything we do for our customers and our tribe.
    Radically Different, Radically Better.

  • 5. Think Like an Owner

    You have a stake in the outcome of our success. Make decisions about what is best for your company. Be financially savvy, understand our business and what drives success.

  • 6. Be a Go-To Person

    Our customers and callers rely on us for the job we do. Be somebody that they can count on all the time, every time.

  • 7. Be Yourself and Speak Openly

    Our company is the sum of our personalities. We hired you for you, so be yourself. We value you and what you have to contribute. Speak up, we want to hear it! You are empowered!!

  • 8. Smile

    Have fun…life is short. Enjoy what you do and have a good time doing it. Smile all the time, it makes the day go by quicker and it makes customers like you!

  • 9. Be a Tribe

    We are a team who is invested in each other and each other’s success. We do our best work together and we win as a team.

  • 9.1 Process Stuff Rocks!

    Be accommodating and flexible without sacrificing quality or efficiency.

  • Image 01

    Quality Means Everything

    Without Great Quality, it does not matter what something costs, it’s not worth it. Quality is delivered to our customers in everything we do, every time we do it.

  • Image 02

    Make Good Choices

    With great freedom comes great responsibility. We trust in each other to do the right thing for the right reasons. Work and live by example with a pride in how you do what you do.

  • Image 02

    Be a Student of Your Life

    Life presents us with great opportunities to learn each and every day…Take advantage of them! Always be learning and always be teaching others both at work and in life.

  • Image 02

    Thrive Through Innovation

    Never accept the way it’s being done as the only way. Constantly look for ways to improve everything we do for our customers and our tribe.
    Radically Different, Radically Better.

  • Image 02

    Think Like an Owner

    You have a stake in the outcome of our success. Make decisions about what is best for your company. Be financially savvy, understand our business and what drives success.

  • Image 02

    Be a Go-To Person

    Our customers and callers rely on us for the job we do. Be somebody that they can count on all the time, every time.

  • Image 02

    Be Yourself and Speak Openly

    Our company is the sum of our personalities. We hired you for you, so be yourself. We value you and what you have to contribute. Speak up, we want to hear it! You are empowered!!

  • Image 02

    Smile

    Have fun…life is short. Enjoy what you do and have a good time doing it. Smile all the time, it makes the day go by quicker and it makes customers like you!

  • Image 02

    Be a Tribe

    We are a team who is invested in each other and each other’s success. We do our best work together and we win as a team.

  • Image 02

    Process Stuff Rocks!

    Be accommodating and flexible without sacrificing quality or efficiency.

  • Image 01 Core Value 1
  • Image 02 Core Value 2
  • Image 02 Core Value 3
  • Image 02 Core Value 4
  • Image 02 Core Value 5
  • Image 02 Core Value 6
  • Image 02 Core Value 7
  • Image 02 Core Value 8
  • Image 02 Core Value 9
  • Image 02 Core Value 9.1