Service Operations Support Administrator - Consumer Hardware Quality Control at Warehouse in An[...]

Summary The Service Operations Support Administrator – Consumer Hardware Quality Control is primarily responsible for hands‑on testing and evaluation of customer devices within an RMA/triage environment. This role ensures comprehensive assessment and awareness of material issues and trends, providing a critical component of a closed‑loop quality control program that supports Customer Service, Manufacturing, Product Management, and Engineering functions. Responsibilities Partners closely with Product Management, Engineering, and IT Quality Assurance organizations to develop, maintain, and execute device testing strategies and procedures for evaluating consumer hardware devices being returned. Performs hands‑on testing, inspection, troubleshooting, and evaluation of customer devices to identify hardware defects, software issues, and configuration errors. Maintains and operates a device testing laboratory, including test equipment, configurations, and environmental standards. Performs remote system testing, diagnostics, configuration changes, and repairs using remote access tools and mobile device management systems. Develops, configures, and maintains event alert thresholds, triggers, dashboards, widgets, and reports within event and monitoring systems such as Firebase, Count.ly, and Datadog. Escalates, monitors, tracks, documents, and reports on incidents, service requests, and device‑related issues using incident management systems such as Jira and ServiceNow. Develops, maintains, and conducts User Acceptance Testing (UAT) procedures and environments for product, hardware, and service releases. Applies ITIL/ITSM best practices to streamline the ingestion, triage, categorization, troubleshooting, diagnosis, and resolution of incidents, requests, and device quality issues. Documents device test results, failures, and pass/fail criteria within designated systems and databases (CRM, ERP, incident management tools). Collaborates with internal teams including Customer Experience, Product Management, Engineering, Manufacturing, IT, and Operations to detect, investigate, and resolve customer‑impacting hardware and service issues. Identifies trends in device failures, performance issues, and service disruptions, and contributes to proactive quality and service improvements. Assists in root cause analysis activities related to device failures, service incidents, and recurring customer issues. Develops and maintains documentation including Standard Operating Procedures, test plans, runbooks, work instructions, process flowcharts, workarounds, and knowledge base articles. Conducts testing on new and existing product categories to validate functionality, reliability, and customer readiness. Assists in training and onboarding Service Operations Support personnel related to monitoring systems, device testing, handling procedures, and quality standards. Meets departmental performance KPIs, goals, objectives, and quality metrics related to service reliability, device quality, turnaround time, and accuracy. Performs other duties and responsibilities as assigned. Qualifications Bachelor’s degree in information technology, computer science, or equivalent; or equivalent combinations of education and relevant work experience. Minimum of three (3) years of experience in a professional Service Desk, Help Desk, Systems Administration, Telephony Support, or Telephone Testing environment that complies with FCC, CE, and UL rules and regulations. Minimum of three (3) years of experience troubleshooting and diagnosing consumer hardware and software issues, including PSTN and VoIP‑based devices. Experience building or leveraging testability hooks, mocks, simulators, and test harnesses. Proficiency with modems, routers, VoIP, DNS, VPN, TCP/IP, DHCP, Android OS applications, APK and SDK methodologies. Experience with event monitoring systems, remote device management tools, and incident management platforms. Experience working in a technology or communications company that supports SaaS or internet‑based products and services. Strong working knowledge of Windows OS; Linux terminal experience a plus. Excellent verbal and written communication, documentation, presentation, and problem‑solving skills. Self‑starter with strong organizational and time‑management skills and ability to manage multiple priorities with demanding timeframes. Ability to guide and support others through collaboration, including assisting teammates and contributing to shared processes, to foster a high‑quality, team‑oriented environment that drives results. Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality. Reliable and predictable attendance. Willingness and ability to work flexible hours as needed. Proficiency in Microsoft Office Suite, Visio, and modern communication and collaboration tools used by virtual teams such as Microsoft Teams and Slack. Preferred CompTIA Network+, Android CTS or SSCA certifications. Awareness of FCC, CE, and UL compliance standards. Physical Demands Sitting, standing, and walking (95‑100%) Keyboarding (70‑90%) Viewing computer monitor, tablet, and cell phone requiring close vision (70‑90%) Frequently bend, crouch, reach, twist, and grasp; may be required to lift or move boxes weighing up to 50 pounds with assistance and/or the use of a forklift. Appropriate personal protective equipment, including closed‑toe shoes, must be worn. Work Environment Warehouse: Work environment is primarily indoors at the central ClearCaptions warehouse located in Antioch, TN. Compensation $56,000 to $70,000 per year determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. Equal Opportunity Employer Statement ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Disclaimer The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Work Authorization ClearCaptions does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the U.S. without a current or future need for visa sponsorship. #J-18808-Ljbffr ClearCaptions, LLC