Tech Specialist, Google Store Retail Santa Monica

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 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: $25 - $27 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 elevate 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

• 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…