Full-Time Tech Specialist, Google Store

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. 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.

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 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

Qualifications

• 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 solutions are determined from available choices and well-established guidelines

Along with competitive pay, we offer a comprehensive benefits program. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following:

Medical, Dental, Vision, and Telehealth

• Basic Life Insurance and AD&D
• Voluntary Life Insurance
• Short Term and Long Term Disability
• Flexible Spending Account
• Health Reimbursement Account
• 401(k) match
• Legal Insurance
• Pet Insurance
• Employee Assistance Program
• Employee Discount Program
• Tuition Assistance Plan
• Paid Time Off and Company Paid Holidays

About Us

Mosaic is a part of Acosta Group – a collective of the industry’s most trusted retail, marketing and foodservice agencies reimagining the way people connect with brands at every point in their shopping journey.

As a leading North American integrated marketing agency, Mosaic specializes in everything from experiential marketing, commerce retail media and field marketing, to design and production. With a 35 year history, Mosaic has office hubs in Chicago, Dallas, and Toronto and full reach across North America.

We focus on creating brand experiences that connect brands with consumers in creative and relevant ways. Mosaic’s ultimate mission is to propel our client’s business, culture, and communities forward to make the human experience better. We are diverse, yet like-minded individuals, and we believe in taking risks and creating shared experiences, not just for our clients, but for each other. Every associate is given the keys to charter new ground as they collectively live in the moment of building memorable experiences together.

We empower you to Discover Your Path and fully embrace BEING YOU as you shape your journey with us. At Acosta Group, we value equal opportunity in employment practices and career progression. Employment decisions are based on business needs, job requirements, and individual qualifications without regard to race/ethnicity, gender/gender identity, disability, veteran status, or any other basis protected by federal, state, and local laws. Acosta Group will provide reasonable accommodations for applicants with physical or mental disabilities to complete applications or interviews for employment. If reasonable accommodation is needed to participate in the job application or interview process, please contact EmployeeServices@acosta.com

Acosta Group and its subsidiaries believe the posted compensation range accurately reflects this role at the time of posting. Final pay may vary based on qualifications and location, and the range may be updated in the future.

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Mosaic is part of Acosta Group. To learn more about Mosaic click here: https://acosta.jobs/agency/mosaic