Technical Support Specialist

This is not a remote position. Please answer the questions.

We're seeking a Technical Support Specialist for electronic devices with a passion for helping others and a background in technical support, diagnosing, troubleshooting, and sales. Team members are responsible for answering problems brought to them by customers, troubleshooting technical issues (hardware related) within the device(s). We are looking for a team member with excellent communication skills who can work well under pressure. There are face to face interactions with customers.

Responsibilities:

• Client Services & Customer Support (Sales, Retail & Customer Support, and Tier 1 Tech Support)
• Diagnose and troubleshoot phones, tablets and computers with the customer (in-person) such as screen related problem, charging issues, battery issues, camera issues, speaker issues, etc.
• Assist customers with accessory needs such as screen protectors, cases, cables, etc.
• Assist customers with device sales (especially devices that cannot be repaired)
• Check-in customers with hardware repair issues (battery repair, charge port repair, etc.)
• Check-out customers picking up device after the repair and explain the warranty to the customer
• Help customers understand the issue they are experiencing and educate/explain to them why it occurs
• Explain warranty and policy to customers
• Listen to customers technical problem and solve the issue.
• Help customers find accessories that will accommodate their needs.
• 5% software related issues and 95% hardware related issues.
• Requires fast and critical thinking
• Fast work environment
• Explain complex technical issues to customers
• Hands-on technical support with electronic devices
• $16/ hour base pay (upward $21/hour with commission)
• Must have technical experience and knowledge
• Commission after training 2 weeks
• Room for growth in pay and position (after 8 months)
• $500 training completion bonus offered after 2 weeks
• Annual raise 3%-8%
• Must be available on Saturdays. We are closed on Sunday.
• Background check (includes employment verification and education verification)
• Associate or Bachelor Degree required
• Paid Internships are available as a Technician Assistant at $13-14.50/hour. No experience required but you must be enrolled in school and proof of enrollment. Please start a conversation with us if you are interested.

Job Types: Full-time, Part-time, Internship

Pay: $16.00 - $21.00 per hour

Expected hours: 35 – 40 per week

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Weekends as needed

Application Question(s):

• How much do we charge for the 11 Pro Max Premium Screen repair? The answer is found on our website at www.tpkwireless.com.
• Are you aware that this is not a remote position? Are you also aware that if you do not answer any of the questions you will be automatically rejected? Please take the time to answer these questions if you are a serious applicant, you are welcome to add anything you like that will help you stand out. Thank you for your interest in TPK Wireless.
• A customer is looking for a phone case. How would you assist the customer?
• What is the pay rate for this position? How long is training?
• Do you have experience with difficult or upset customers? If so, please explain.
• Do you have an Associate Degree or Bachelor Degree (preferably in Technology)?
• We have two locations. Where is TPK Wireless location? Please list the two cities. Is this a feasible commute for you? Please GPS the location.

Education:

• Bachelor's (Required)

Experience:

• Customer Service: 3 years (Required)
• Software troubleshooting: 2 years (Required)

Work Location: In person