Acosta
Full Time Tech Specialist, Google Store Retail Santa Monica
Acosta, Santa Monica, California, United States, 90403
Full Time Tech Specialist, Google Store Retail Santa Monica
Santa Monica, CA, United States
Trending
Job 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 newest 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: $25.00 - $27.00 per hour
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 elevate potential product issues to the 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 product for launches and execute visual merchandising when required.
Meet & greet customers, assist with sales and complete transactions when necessary.
Deliver superior customer service.
Perform Level 1 device repair which includes:
Troubleshooting and diagnostics
Software upgrade
Quality/Operational checks that are appropriate to the level of repair
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 customer
Process exchanges in the event a repair cannot be made
Collect and process out‑of‑warranty payments
Record interaction/service events; accurately and completely document the repairs made to each unit on the product service ticket
Champion post‑purchase loyalty through ensuring the customer:
Walks out with a working understanding of their device
Is aware of the insurance offering
Understands the channels through which future support is available
Explains the failure behind the 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 the ability to communicate policies and procedures
Subject‑matter expert level of knowledge of the brand and Android operating system
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 develop 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 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 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
Bilingual and multilingual would be considered an asset (English and/or Spanish)
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, Prescription Drug and Telehealth
Tax savings through Flexible Spending Accounts (Healthcare and Dependent Care) and Health Savings Account
Company‑paid Basic & voluntary life insurance
401(k) Plan with company match
Legal insurance
Company‑paid Employee Assistance Program (EAP)
Employee discount program
Tuition reimbursement (degree and professional certification programs)
Bonus opportunities + technology reimbursement
Access to approved AI tools
Excellent recognition programs
Commitment to development with a dedicated day for this purpose quarterly and providing programs for leadership development and management essentials
Actively promote from within
Represent a company dedicated to a sustainable future
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‑plus 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.
Acosta Group is an equal‑opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact AskHR@acosta.com. Be sure to include “Applicant Accommodation” in the subject of your e‑mail to expedite the request.
Acosta Group believes in good faith that the minimum and maximum annual salary or hourly compensation range for this opportunity is accurate and reasonable at the time of posting.
The Acosta Group utilizes E‑Verify for validating the ability to work in the United States for all job candidates. If you want more information on what this entails and your rights as a job applicant, please use the link provided to access information on our use of E‑Verify and your right to work. Employer Resources (e‑verify.gov)
Locations Santa Monica, CA, United States
#J-18808-Ljbffr
Trending
Job 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 newest 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: $25.00 - $27.00 per hour
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 elevate potential product issues to the 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 product for launches and execute visual merchandising when required.
Meet & greet customers, assist with sales and complete transactions when necessary.
Deliver superior customer service.
Perform Level 1 device repair which includes:
Troubleshooting and diagnostics
Software upgrade
Quality/Operational checks that are appropriate to the level of repair
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 customer
Process exchanges in the event a repair cannot be made
Collect and process out‑of‑warranty payments
Record interaction/service events; accurately and completely document the repairs made to each unit on the product service ticket
Champion post‑purchase loyalty through ensuring the customer:
Walks out with a working understanding of their device
Is aware of the insurance offering
Understands the channels through which future support is available
Explains the failure behind the 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 the ability to communicate policies and procedures
Subject‑matter expert level of knowledge of the brand and Android operating system
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 develop 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 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 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
Bilingual and multilingual would be considered an asset (English and/or Spanish)
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, Prescription Drug and Telehealth
Tax savings through Flexible Spending Accounts (Healthcare and Dependent Care) and Health Savings Account
Company‑paid Basic & voluntary life insurance
401(k) Plan with company match
Legal insurance
Company‑paid Employee Assistance Program (EAP)
Employee discount program
Tuition reimbursement (degree and professional certification programs)
Bonus opportunities + technology reimbursement
Access to approved AI tools
Excellent recognition programs
Commitment to development with a dedicated day for this purpose quarterly and providing programs for leadership development and management essentials
Actively promote from within
Represent a company dedicated to a sustainable future
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‑plus 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.
Acosta Group is an equal‑opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact AskHR@acosta.com. Be sure to include “Applicant Accommodation” in the subject of your e‑mail to expedite the request.
Acosta Group believes in good faith that the minimum and maximum annual salary or hourly compensation range for this opportunity is accurate and reasonable at the time of posting.
The Acosta Group utilizes E‑Verify for validating the ability to work in the United States for all job candidates. If you want more information on what this entails and your rights as a job applicant, please use the link provided to access information on our use of E‑Verify and your right to work. Employer Resources (e‑verify.gov)
Locations Santa Monica, CA, United States
#J-18808-Ljbffr