Full Time Tech Specialist, Google Store Retail

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. 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 if a repair cannot be made; collects and processes out of warranty payments. Records interaction/service events and documents the repairs made to each unit on the product service ticket. Champions post-purchase loyalty by ensuring customer understanding of their device, awareness of insurance, and knowledge of available support channels. Explains failure behind symptoms and 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 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 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) Benefits 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 Use Approved AI Tools Excellent Recognition Programs Actively Promotes from Within Represent a Company Dedicated to a Sustainable Future Equal Opportunity 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 View email address on click.appcast.io. Be sure to include \"Applicant Accommodation\" in the subject of your email to expedite the request. 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). By applying, you agree to our Privacy Policy and Terms and Conditions of Use. #J-18808-Ljbffr Mosaic North America