Canadian Business Awards 2022

Johnathan Heckbert is the owner and technician of Mountain Mac Solutions. Being a guru in the customer experience, he provides an entertaining approach to technology repair. Using his technical service wizardry to provide home and small business technology support – with an attention to detail, he works with the customer to find the best solution, with a ‘fix it right the first time’ approach. Mountain Mac Solutions provides computer and mobile device repairs, training, networking, malware removal, data recovery, and technical consulting to small businesses and home users across North America. The company has a strong focus on Apple devices, although Owner and Founder, Johnathan Heckbert, also works with Windows and Android devices as well. Jonathan has been in the IT field for 15 years and utilizes that in providing support to the average person, not just businesses. He was also in the retail sector for 10 years and gained valuable experience from this which allows him to have the tools he needs to work with people and understand exactly where they’re coming from. “I’ve found working with the average person and looking at how technology is utilized in our daily lives,” he begins. “I’ve come to realize that there is a definite gap between purchase and support, no matter what company you use.” Whilst several online resources exist, most people learn more easily when instructed by someone, either in person or remotely. Sometimes this instruction is to advise them how to prolong the life of their device, other times it about the operation, function, and the benefit it can have in your life if you know how to use the technology, and sometimes it is just to solve troubleshooting issues, but Johnathan strongly believes that the personal approach wins every time. It is this which sets him aside from other competitors. “Most tech support is geared towards a younger demographic. Often, seniors are told to go online to find the answers, when they typically used to be able to go somewhere, talk to someone, and get some support. Back in the day, if you made a purchase of home appliance you could go in and ask someone at the store you bought it from – now it’s online only which is great if you’re 20, not if you’re 60. This is how I differ. I want to make sure people can come back and get proper support,” Johnathan shares. Johnathan has seen many trends emerging over the years, with perhaps the biggest the increase of the use of computing devices in the household. The number of remote workers has recently exploded with video conferences now being the norm. However, with this change, the need for technological support increased. Johnathan shares, “The opportunity for my company was to leverage remote support. Having the ability to remote into a computer and being able to discuss with the person on the phone, they’re able to better understand as I’m able to show them what the issues are.” Johnathan aims to bridge the gap between the consumer and the company providing the device. Especially now that more people are choosing to be home-based with their work, it means they often cannot physically offer the support that the end user requires. “I’ve found that I’ve been training people more and I’m often able to step in and fill that gap where support is missing. I’m now able to work with just about anyone in the world that is able to connect to the internet and can stream video,” he adds. Recently, Johnathan was recognised for his diligence and commitment in the Corporate Vision’s Canadian Business Awards 2022 and named Best Mobile Phone Shop – Southern Interior BC. “I strive to make sure my customers know they have someone can turn to that will be looking after their technological needs and not just my bottom line,” Johnathan elaborates. “I’m more willing to go out of my way as my customer and I have established an ongoing working relationship, I believe this is import in maintaining customer satisfaction.” Contact: Johnathan Heckbert Company: Mountain Mac Solutions Web Address: www.mmsol.ca Dec21242 Best Mobile Phone Shop – Southern Interior BC

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