In-Home Tech Expert
The In-Home Tech Expert position is a technical support and customer service role within the In-Home tech team based remotely in markets throughout the U.S. The In-Home Tech Expert will handle in-home delivery and?support for customers that need to set up new devices. They will also perform basic troubleshooting, including, but not limited to, app and email account set up, device activation, device set up, and factory data reset.
In this role, the expert will be responsible for providing a distinctive customer service experience. This support will encompass mobile hand-held devices, tablets, computers and other consumer electronics.
The following are required to enable In-Home Customer Experts to perform the essential functions of the job.
Experience& Education: Prior experience in retail sales or customer service is desired, but not required. High school diploma required. Associate degree+ in technology, business or a related field or equivalent relevant work experience is preferred.
Reasoning Ability:Must be able to adapt quickly, research complex technology and connectivity issues and make decisions with limited information all while maintaining engagement with the customer throughout the session. Must be able to apply prior learnings to new situations and adapt or adjust as needed for the specific situation without becoming frustrated when faced with ambiguity or resistance.?????
Transportation Requirements:? Must have a valid driver's license and satisfactory driving record with at least 1 year of driving experience. Must be able to drive own vehicle to and from the Forward Stocking Location and In-Home appointments up to 100 miles from the Forward Stocking Location. Must be comfortable driving for long periods of time.
Physical Requirements: Must be able to sit or stand for long periods of time (up to 2 hours).? Must be able to interact with a customer?s technology throughout their home?including sitting, standing, bending, reaching, crouching, and navigating stairs. Must be able to interact face-to-face with Customers in their homes for extended periods of time. Must be able to lift a minimum of 30 pounds. Must be comfortable with exposure to dogs, cats and other pets that may be present in the customers? homes.
Training: Routine training classes are required and/or offered during the employee lifecycle. Training may consist of classroom and/or computer-based training (CBT).
Schedules: Ability to work afternoon and evening shifts, possible overtime, evenings, weekends, and some holidays as needed.