Tech Specialist, Google Store Retail

Description

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 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

• 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 escape potential product issues to the internal team.
• Collaborate with repair team to set appropriate expectations for clients and return customer product as quickly as possible.
• Contribute to an 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.
• Deliver superior customer service.
• Perform Level 1 device repair which includes:
  Customer education, troubleshooting and diagnostics, software upgrade, quality/operational checks appropriate to the level of repair.
• Perform 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 by ensuring customers: walk out with a working understanding of their device, are aware of insurance offering, download support apps, understand the channels through which future support is available, and understand the failure behind symptoms.
• Other duties as assigned.

• 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 any other language 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 through regular interfacing with management.
• 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 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.
• Bilingual and multilingual would be considered an asset (English and/or Spanish).

• 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…