Full Time Tech Specialist, Google Store Retail Newbuy
Acosta Sales & Marketing, Boston, MA, United States
DESCRIPTION
Full-Time Google Tech Specialist will assess customer support needs, troubleshoot, diagnose issues and thoroughly explain potential solutions to all knowledge levels including soft pass off to alternative support solutions in Google’s 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.
Pay Range: $23.00 - $26.00 per hour
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: customer education, troubleshooting and diagnostics, software upgrade, quality/operational checks appropriate to the level of repair, advanced software loading and programming of cellular products.
Determine warranty status and communicate findings to the customer along with the brand’s warranty guidelines.
Communicate service and/or insurance options to customer.
Process exchanges in the event a repair cannot be made.
Collect and process out-of-warranty payments.
Record interaction/service events; accurately and completely document the repairs made to each unit on the product service ticket.
Champion post-purchase loyalty 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, and understands the failure behind symptoms.
Other duties as assigned.
QUALIFICATIONS
6+ months 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 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 or other language is a plus.
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 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 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 conditions where solutions are determined from available choices and well-established guidelines.
Bilingual and multilingual would be considered an asset (English and/or Spanish).
BENEFITS
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 and 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.
EEO STATEMENT
Acosta, and its subsidiaries, is an Equal Opportunity Employer. Acosta Group is an equal opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. For any accommodation request, please contact AskHR@acosta.com and include “Applicant Accommodation” in the subject of your email.
Job Category: Sales Support
Position Type: Full time
Business Unit: Marketing
Salary Range: $23.00 - $26.00
Company: Mosaic Sales Solutions US Operating Co, LLC
Req ID: 26643
#J-18808-Ljbffr
Full-Time Google Tech Specialist will assess customer support needs, troubleshoot, diagnose issues and thoroughly explain potential solutions to all knowledge levels including soft pass off to alternative support solutions in Google’s 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.
Pay Range: $23.00 - $26.00 per hour
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: customer education, troubleshooting and diagnostics, software upgrade, quality/operational checks appropriate to the level of repair, advanced software loading and programming of cellular products.
Determine warranty status and communicate findings to the customer along with the brand’s warranty guidelines.
Communicate service and/or insurance options to customer.
Process exchanges in the event a repair cannot be made.
Collect and process out-of-warranty payments.
Record interaction/service events; accurately and completely document the repairs made to each unit on the product service ticket.
Champion post-purchase loyalty 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, and understands the failure behind symptoms.
Other duties as assigned.
QUALIFICATIONS
6+ months 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 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 or other language is a plus.
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 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 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 conditions where solutions are determined from available choices and well-established guidelines.
Bilingual and multilingual would be considered an asset (English and/or Spanish).
BENEFITS
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 and 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.
EEO STATEMENT
Acosta, and its subsidiaries, is an Equal Opportunity Employer. Acosta Group is an equal opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. For any accommodation request, please contact AskHR@acosta.com and include “Applicant Accommodation” in the subject of your email.
Job Category: Sales Support
Position Type: Full time
Business Unit: Marketing
Salary Range: $23.00 - $26.00
Company: Mosaic Sales Solutions US Operating Co, LLC
Req ID: 26643
#J-18808-Ljbffr