DESCRIPTIONThe Full-Time Google Tech Specialist will assess customer support needs, troubleshoot, or diagnose issues and thoroughly explain potential solutions to all knowledge levels including soft pass off to alternative support solutions in Google's newest retail store . The Tech Specialist will provide assistance for customer product post-sale set up support, manage customer queues, prioritize resources and resolve customer escalations in a fast-paced environment.RESPONSIBILITIES
Assess customer support needs, troubleshoot or diagnose issues and thoroughly explain potential solutions to all knowledge levels including soft pass off to alternative support solutions.
Provide assistance for customer product post-sale set up support.
Manage customer queues, prioritize resources and resolve customer escalations in a fast-paced environment.
Identify, document and escalate potential product issues to internal team.
Collaborate with repair team to set appropriate expectations for clients and return customer product as quickly as possible.
Contribute to environment of collaboration and support through personal accountability and effective communication with supervisors and peers.
Prepare new product for launches and execute visual merchandising when required.
Meet & greet customers, assist with sales and complete transactions when necessary.
Delivers superior customer service
Performs Level 1 device repair which includes:
Customer education
Troubleshooting and diagnostics
Software upgrade
Quality/Operational checks that are appropriate to the level of repair
Performs advanced software loading and programming of cellular products
Determine warranty status and communicates findings to the customer along with the brand’s warranty guidelines
Communicates service and/or insurance options to customer
Processes exchanges in the event a repair cannot be made
Collects and processes out of warranty payments
Records interaction/service events; accurately and completely documents the repairs made to each unit on the product service ticket
Champions post-purchase loyalty through ensuring customer:
Walks out with a working understanding of their device
Is aware of insurance offering
Downloads support apps
Understands the channels through which future support is available
Explains failure behind symptoms
Other duties as assigned
QUALIFICATIONS
6+ months retail experience in technical support role preferred
Experience with electronic and test equipment such as DVM, Mobile Station test sets and low voltage power supplies
Professional communication skills including ability to communicate policies and procedures
Subject matter expert level of knowledge of brand and Android operating system
Mobile phone repair experience (Level 1)
Bilingual Spanish /any other language is a plus but not required
Call center or customer service experience preferred
Computer science or comparable technical background
Ability to development and maintain excellent working relationships with peers and supervisors within the department through regular interfacing with management for information exchange
Ability to maintain composure and communicate effectively while multitasking in fast paced environment
Ability to gather and analyze data from multiple sources
Ability to plan and prioritize multiple work assignments
Ability to read, write and prepare product repair orders and service tickets and to comprehend technical repair manuals, test procedures and technical product information
Demonstrate English language competency in both oral and written communication modes for both internal and external communications, especially in repair order work and troubleshooting activities
Ability to solve problems involving similar or related conditions where solutions are determined from available choices and well-established guidelines
Along with competitive pay, we offer a comprehensive benefits program. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following:
Medical, Dental, Vision, Prescription Drug and Telehealth
Tax Savings through Flexible Spending Accounts (Healthcare and Dependent Care) and Health Savings Account
Company Paid Basic & Voluntary Life Insurance
401(k) Plan with Company Match
Legal Insurance
Company Paid Employee Assistance Program (EAP)
Employee Discount Program
Tuition Reimbursement (Degree and Professional Certification Programs)
Bonus Opportunities + Technology Reimbursement
Access to Use Approved AI Tools
Excellent Recognition Programs
Committed to Development with Dedicating a Day for this Purpose Quarterly and Providing Programs for Leadership Development and Management Essentials
Actively Promotes from Within
Represent a Company Dedicated to a Sustainable Future
ABOUT USAcosta, and its subsidiaries, is an Equal Opportunity EmployerJob Category: Sales SupportPosition Type: Full timeBusiness Unit: MarketingSalary Range: $24.00 - $27.00Company: Mosaic Sales Solutions US Operating Co, LLCReq ID: 5068