Full Time Tech Specialist

hace 4 semanas

Arroyo, Puerto Rico Acosta A tiempo completo
Job Description

The 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-offs to alternative support solutions in Google's newest retail store.

Key Responsibilities:

  • Assess customer support needs, troubleshoot or diagnose issues, and thoroughly explain potential solutions to all knowledge levels.
  • 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 teams.
  • Collaborate with repair teams to set appropriate expectations for clients and return customer products as quickly as possible.
  • Contribute to an environment of collaboration and support through personal accountability and effective communication with supervisors and peers.
  • Prepare new products for launches and execute visual merchandising when required.
  • Meet and greet customers, assist with sales, and complete transactions when necessary.
  • Deliver superior customer service.
  • Perform Level 1 device repair, including customer education, troubleshooting and diagnostics, software upgrades, quality/operational checks, and warranty status determination.
  • Communicate service and/or insurance options to customers.
  • Process exchanges in the event a repair cannot be made.
  • Collect and process out-of-warranty payments.
  • Record interaction/service events and accurately document repairs made to each unit on the product service ticket.
  • Champion post-purchase loyalty by ensuring customers walk out with a working understanding of their device, are aware of insurance offerings, download support apps, understand channels for future support, and are explained failure behind symptoms.

Qualifications:

  • 6+ months of retail experience in a 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 the ability to communicate policies and procedures.
  • Subject matter expert-level knowledge of the 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 develop 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 a 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.

Benefits:

  • Competitive pay.
  • Comprehensive benefits program.
  • Medical, dental, vision, prescription drug, and telehealth benefits.
  • Tax savings through Flexible Spending Accounts (Healthcare and Dependent Care) and Health Savings Account.
  • Company-paid basic and 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 and providing programs for Leadership Development and Management Essentials.
  • Actively promotes from within.
  • Represents a company dedicated to a sustainable future.

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