Connected Expert - Houston, TX

Job Summary

Reporting to a Customer Solutions Operations Supervisor, the Connected Home Expert is a technical support role focused on delivering a premier customer experience and end‑to‑end support for all connected and non‑connected devices in a consumer’s home ecosystem.

• Own the customer experience by building rapport, identifying and resolving technology issues quickly, and demonstrating empathy and assurance throughout the call or chat.
• Provide advanced troubleshooting and education for a wide range of devices including smartphones, tablets, desktops, laptops, gaming systems, Smart TVs, home energy and security systems, and other consumer electronics.
• Simplify the troubleshooting experience and offer next‑step options such as claim filing or buyouts.
• Leverage knowledge‑management and diagnostic tools to resolve complex connectivity and synchronization issues.
• Proactively research new technology trends and add relevant knowledge to the knowledge base.
• Achieve customer‑experience goals (e.g., First‑Call Resolution, Customer Satisfaction) and other performance metrics including quality, attendance and adherence.
• Upsell products and services when appropriate and meet customer‑retention goals.
• Perform other duties as assigned by management.

• High School diploma or GED.
• Minimum two (2) years of call‑center experience delivering technical support for consumer electronics such as mobile devices, PCs, laptops, software, and related equipment.
• Availability to work any shift with reasonable notice, 7 days per week, 24 hours per day.
• Bi‑lingual (Spanish/English) is a plus.
• Pass a technical aptitude assessment.
• Demonstrated ability to learn new technical concepts quickly, communicate clearly and succinctly, and coach others on complex technical information.
• Strong rapport‑building skills, active listening, patience, empathy, and professionalism.
• Highly proactive customer‑service mindset, time‑management skills, and ability to multitask while leveraging resources.
• Decision‑making ability under tight timelines.
• Proficiency with knowledge‑management systems (KMS) or help‑desk reporting tools.
• High energy, passion for emerging technologies, commitment to company values and code of conduct.

• Technical certifications such as CompTIA, A+, Microsoft, Apple ACMT or Apple Certified Support Professional (ACSP).

• Ability to sit for up to 2 hours, speak on the phone for extended periods, use headphones or earpieces, type at moderate speed with minimal errors, and maintain focus over long calls.
• Can adapt quickly, research complex technology issues, document outcomes, and remain composed under uncertainty.

Asurion is an equal‑opportunity employer. We hire the best available person for the job regardless of marital status, sex, gender orientation, age, religious belief, race, nationality and ethnic origin, color, or disability.