Connected Home Tech Support Specialist

Asurion; Houston (TX); On-site; USD 40,000 - 55,000; Full time

Job summary

Asurion in Houston is seeking a Connected Home Expert to deliver premier customer experiences through end-to-end support for connected and non-connected devices in a home ecosystem.

You will troubleshoot a wide range of consumer electronics, build rapport with customers, and guide them through next steps such as claims or buyouts. Strong communication, empathy, and multitasking are essential to succeed.

Qualifications

• High School diploma or GED is required.
• Minimum 2 years of call-center or technical support experience for consumer electronics.
• Willing to work any shift, 7 days a week, 24 hours.
• Bilingual Spanish/English is a plus.
• Must pass a technical aptitude assessment.
• Able to learn new technical concepts quickly and coach others.
• Strong customer-service mindset and professionalism.
• Proactive in research and knowledge sharing.
• Experience with knowledge-management systems or help-desk reporting tools.

Responsibilities

• Own the customer experience by building rapport and resolving technology issues quickly.
• Provide advanced troubleshooting for devices including smartphones, PCs, laptops, and consumer electronics.
• Offer next-step options such as claims or buyouts when appropriate.
• Use diagnostic tools to resolve connectivity and sync issues.
• Contribute to the knowledge base with new tech trends and solutions.
• Aim for high First-Call Resolution and Customer Satisfaction metrics.
• Upsell products/services when appropriate and support retention goals.
• Perform other duties as assigned by management.

Skills

Customer empathy

Active listening

Communication

Troubleshooting

Time management

Multi-tasking

Rapport building

Decision making

Spanish proficiency

Education

High School diploma or GED

Tools

KMS/Helpdesk tools

Job description

Asurion in Houston is seeking a Connected Home Expert to deliver premier customer experiences through end-to-end support for connected and non-connected devices in a home ecosystem.

You will troubleshoot a wide range of consumer electronics, build rapport with customers, and guide them through next steps such as claims or buyouts. Strong communication, empathy, and multitasking are essential to succeed.