Retail Tech Specialist — Support & In-Store Repairs

Mosaic North America; Houston (TX); On-site; USD 50,000 - 56,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) Plan with Company Match

Bonus Opportunities

Technology Reimbursement

Use of AI tools

Employee Recognition Programs

Development Programs

Sustainability commitment

Job summary

Mosaic Sales Solutions US Operating Co, LLC is hiring a Full-time Google Tech Specialist in Houston to assess customer support needs, troubleshoot issues, and guide customers through post-sale set up and repairs. You will manage queues, escalate problems, and ensure a fast, friendly service experience.

You will work with the repair and repair-related teams to document issues, educate customers, and drive post-purchase loyalty while supporting product launches and basic merchandising tasks.

Qualifications

• 6+ months retail experience in technical support 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 develop and maintain working relationships with peers and supervisors.
• Ability to multitask in a fast-paced environment.
• Read, write, and prepare product repair orders and service tickets.

Responsibilities

• Assess customer support needs, troubleshoot or diagnose issues and clearly explain solutions.
• Provide post-sale setup support for customers.
• Manage queues, prioritize resources and resolve escalations.
• Identify and document potential product issues.
• Collaborate with repair team to set expectations and return products quickly.
• Contribute to a collaborative, accountable work environment.
• Prepare new products for launches and assist with visual merchandising.
• Greet customers, assist with sales and complete transactions when needed.
• Deliver superior customer service.
• Perform Level 1 device repairs, education, troubleshooting, and software updates.
• Determine warranty status and explain options to customers.
• Process exchanges if repair is not possible.
• Record service events on repair tickets and orders.

Skills

Technical support

Professional communication

Brand/Android knowledge

Customer service

Multilingual (English/Spanish)

Call center experience

Computer science background

Multitasking

Data gathering/analysis

Education

Computer science or related technical background

Tools

DVM

Mobile Station test sets

Low voltage power supplies

General test equipment

Job description

Mosaic Sales Solutions US Operating Co, LLC is hiring a Full-time Google Tech Specialist in Houston to assess customer support needs, troubleshoot issues, and guide customers through post-sale set up and repairs. You will manage queues, escalate problems, and ensure a fast, friendly service experience.

You will work with the repair and repair-related teams to document issues, educate customers, and drive post-purchase loyalty while supporting product launches and basic merchandising tasks.