The Support Technician II provides device repair support to all Batteries Plus Corporate and Franchise stores utilizing database systems, web research, and collaborative problem solving methods. The Support Technician II will work cross-functionally with Repair Technicians and Inventory Specialists to ensure timely completion of repair and for technical inquiries.

The Support Technician II for Batteries Plus is an onsite role at our Ascent Repair Operations facility in Hartland, WI. Does this sound like your next exciting opportunity? Apply today!

Responsibilities:

Customer Service

• Manage high volume inbound and outbound calls in a timely manner
• Provide live camera-based remote support for in-store device repairs for the following programs: Live Training Sessions, ARO Methodology, and Level 2 CTIA WISE Certification
• Interface with stores on inquires and problematic issues
• Maintain call log, problem resolution of proficiency standards, and customer satisfaction levels.
• Research and document new device issues to enable us to build out device manuals for store groups.
• Support escalated problem situations and escalate problem situations to management when necessary

Repair/Equipment Support

• Participate in formal device repair training of store associates and owners to include tearing down devices and troubleshooting
• Research and document new device issues to enable us to build out device manuals for store groups.
• Formulate communications, resources, and training material. Partake in taking photos, and assisting with video training production
• Work cross-functionally with Repair Technicians and Inventory Specialists to ensure timely completion of repairs and for technical inquiries
• Act as backup for the call center in receiving calls on troubleshooting cutting, fob programing and equipment
• Act as back to Device Repair Technician to repair cell phones, tablets, light fixtures and other devices as needed
• Follow all safety rules and regulations; wear proper Personal Protective Equipment (PPE)

Preferred Qualifications:

• High School education or equivalent with relevant experience
• Previous experience in electronic or device repair
• Demonstrated technical aptitude. Able to quickly pick up on new processes and technologies without a lot of guidance
• Demonstrated problem solving skills. Duties require the ability of the use of judgment in minor decisions and use of some judgment as to the method of performance.
• Excellent organizational skills. Ability to work with relative independence on regular, routine duties, referring questionable situations to supervisor or others
• Demonstrated attention to detail and ability to effectively manage and track multiple
  commitments; effectively prioritize, follow up, and meet deadlines