Mosaic North America
Full Time Tech Specialist, Google Store Retail Georgetown
Mosaic North America, Washington, District of Columbia, us, 20022
Overview Full Time Tech Specialist, Google Store Retail Georgetown
Ready to apply Before you do, make sure to read all the details pertaining to this job in the description below. 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 transitioning to alternative support solutions when necessary. The Tech Specialist will provide assistance for customer product post-sale setup, 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 handoff to alternative support solutions. Provide assistance for customer product post-sale setup. 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 an environment of collaboration and support through personal accountability and effective communication with supervisors and peers. Prepare new products for launches and execute visual merchandising when required. Meet and greet customers, assist with sales and complete transactions when necessary. Deliver superior customer service. Perform Level 1 device repair including customer education, troubleshooting and diagnostics, software upgrade, and quality/operational checks as appropriate to the repair level. 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 customers. Process exchanges if a repair cannot be made and collect out-of-warranty payments. Record interactions/service events and document repairs on the product service ticket. Support post-purchase loyalty by ensuring customers understand their device, insurance options, support channels, and available apps. Explain failure behind symptoms. Other duties as assigned. Qualifications
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 convey policies and procedures Subject matter expert level knowledge of brand and Android operating system Mobile phone repair experience (Level 1) Bilingual Spanish or other language is 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 Ability to stay composed 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 understand repair manuals, test procedures, and technical product information Demonstrate English language competency in both oral and written communication for internal and external communications Ability to solve problems using established guidelines Benefits
Medical, Dental, Vision, Prescription Drug and Telehealth Flexible Spending Accounts and Health Savings Account Company paid basic and voluntary life insurance 401(k) plan with company match Legal Insurance Company paid Employee Assistance Program (EAP) Employee Discount Program Tuition Reimbursement Bonus Opportunities and technology reimbursement Access to approved AI tools About Us Mosaic is part of Acosta Group, a collective of retail, marketing and foodservice agencies reimagining how people connect with brands at every point in the shopping journey. Mosaic specializes in experiential marketing, commerce and retail media, field marketing, design and production. With a 35+ year history, Mosaic has offices in Chicago, Dallas, and Toronto with reach across North America. Acosta Group is an equal opportunity employer. Reasonable accommodations are available for applicants with disabilities. For accommodations, contact AskHR@acosta.com with the subject line
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Ready to apply Before you do, make sure to read all the details pertaining to this job in the description below. 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 transitioning to alternative support solutions when necessary. The Tech Specialist will provide assistance for customer product post-sale setup, 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 handoff to alternative support solutions. Provide assistance for customer product post-sale setup. 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 an environment of collaboration and support through personal accountability and effective communication with supervisors and peers. Prepare new products for launches and execute visual merchandising when required. Meet and greet customers, assist with sales and complete transactions when necessary. Deliver superior customer service. Perform Level 1 device repair including customer education, troubleshooting and diagnostics, software upgrade, and quality/operational checks as appropriate to the repair level. 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 customers. Process exchanges if a repair cannot be made and collect out-of-warranty payments. Record interactions/service events and document repairs on the product service ticket. Support post-purchase loyalty by ensuring customers understand their device, insurance options, support channels, and available apps. Explain failure behind symptoms. Other duties as assigned. Qualifications
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 convey policies and procedures Subject matter expert level knowledge of brand and Android operating system Mobile phone repair experience (Level 1) Bilingual Spanish or other language is 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 Ability to stay composed 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 understand repair manuals, test procedures, and technical product information Demonstrate English language competency in both oral and written communication for internal and external communications Ability to solve problems using established guidelines Benefits
Medical, Dental, Vision, Prescription Drug and Telehealth Flexible Spending Accounts and Health Savings Account Company paid basic and voluntary life insurance 401(k) plan with company match Legal Insurance Company paid Employee Assistance Program (EAP) Employee Discount Program Tuition Reimbursement Bonus Opportunities and technology reimbursement Access to approved AI tools About Us Mosaic is part of Acosta Group, a collective of retail, marketing and foodservice agencies reimagining how people connect with brands at every point in the shopping journey. Mosaic specializes in experiential marketing, commerce and retail media, field marketing, design and production. With a 35+ year history, Mosaic has offices in Chicago, Dallas, and Toronto with reach across North America. Acosta Group is an equal opportunity employer. Reasonable accommodations are available for applicants with disabilities. For accommodations, contact AskHR@acosta.com with the subject line
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