**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. 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** Acosta and Mosaic are the sales and marketing powerhouses behind the most recognized and proven brands with top retailers in the United States and Canada. We offer flexible services that maximize efficiency. Acosta has the talent and technology to build data-, reach- and relationship-driven strategies to execute those strategies, and the tools to monitor, track and optimize metrics-based results for customers and retailers. Acosta and its subsidiaries, in good faith, believes that this posted range of compensation is the accurate range for this role at the time of this posting. Acosta may ultimately pay more or less than the posted range depending on candidate qualifications and locations. This range may be modified in the future. Acosta and its subsidiaries is an Equal Opportunity Employer We are committed to providing accommodations for persons with disabilities. If you require accommodation, we will work with you to meet your needs, to the extent required by law. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Mosaic reserves the right to modify all or part of any job descriptions at its discretion in order to meet and or exceed the needs of the business. _By submitting your application you agree with and accept the Acosta Privacy Statement and Terms of Conditions._ **Acosta et Mosaic** sont les **forces motrices** en matière de **ventes et de marketing** derrière les marques les plus reconnues et éprouvées auprès des principaux détaillants aux États-Unis et au Canada. Nous proposons des services flexibles qui maximisent l’efficacité. Acosta possède le talent et la technologie nécessaires pour élaborer des stratégies axées sur les données, la portée et les relations, afin de mettre en œuvre ces stratégies, ainsi que les outils pour surveiller, suivre et optimiser les résultats basés sur les indicateurs pour les clients et les détaillants. **Acosta et ses filiales** , de bonne foi, estiment que cette fourchette de rémunération affichée est la fourchette précise pour ce poste au moment de cette publication. Acosta pourrait finalement payer plus ou moins que la fourchette affichée en fonction des qualifications des candidats et des lieux. Cette fourchette peut être modifiée à l’avenir. **Acosta et ses filiales** sont des employeurs offrant **l’égalité des chances** . Nous nous engageons à fournir des **aménagements pour les personnes handicapées** . Si vous avez besoin d’un aménagement, nous travaillerons avec vous pour répondre à vos besoins, dans la mesure requise par la loi. Les déclarations ci-dessus ont pour but de décrire la nature générale et le niveau de travail effectué par les personnes affectées à cette classification. Elles ne doivent pas être interprétées comme une liste exhaustive de toutes les responsabilités, tâches et compétences requises du personnel ainsi classé. Mosaic se réserve le droit de modifier tout ou partie des descriptions de poste à sa discrétion afin de répondre aux besoins de l’entreprise, voire de les dépasser. En soumettant votre candidature, vous acceptez et acceptez la **Déclaration de confidentialité d’Acosta et les Conditions d’utilisation** . Acosta, and its subsidiaries, is an Equal Opportunity Employer **Job Category:** Sales Support **Position Type:** Full time **Business Unit:** Marketing **Salary Range:** $25.00 - $28.00 **Company:** Mosaic Sales Solutions US Operating Co, LLC **Req ID:** 3548