Tech Specialist — In-Store Device Repair & Support

Acosta Sales & Marketing; Santa Monica, Northern (CA, KY); Hybrid; USD 34,000 - 37,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) Plan with Company Match

Tuition Reimbursement

Employee Discount Program

AI Tools access

Job summary

Acosta Group in Santa Monica, CA is hiring a Full-Time Google Tech Specialist to assess customer support needs, troubleshoot issues, and explain solutions in a busy retail environment. You will handle post-sale setup support, manage queues, and escalate product issues to internal teams.

The role requires strong communication, knowledge of Android and mobile repairs, and the ability to multitask while delivering superior service.

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 develop and maintain excellent working relationships with peers and supervisors within the department through regular interfacing with management for information exchange.
• Ability to multitask 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.
• Demonstrate English language competency in both oral and written communication modes for internal and external communications.
• Bilingual and Multilingual would be considered an asset (English and/or Spanish).

Responsibilities

• Assess customer support needs, troubleshoot or diagnose issues and explain potential solutions.
• Provide post-sale setup support for customer products.
• Manage customer queues, prioritize resources and resolve escalations in a fast-paced environment.
• Identify, document and elevate potential product issues to internal team.
• Collaborate with repair team to set appropriate expectations for clients and return customer product quickly.
• Contribute to environment of collaboration and support through accountability and communication.
• Prepare new product for launches and execute visual merchandising when required.
• Meet and greet customers, assist with sales and complete transactions when necessary.
• Delivers superior customer service.
• Performs Level 1 device repair including education, troubleshooting, and software upgrades.
• Determine warranty status and communicate findings and warranty guidelines to the customer.
• Explain service and/or insurance options to customer.
• Process exchanges when a repair cannot be made.
• Record interactions on service tickets with complete repair details.
• Explain future support channels to customers.
• Support post-purchase loyalty and customer understanding of their device.

Skills

Retail experience

Professional communication

English language competency

Customer service experience

Multilingual asset

Education

Computer science or technical background

Tools

DVM

Mobile Station test sets

low voltage power supplies

Job description

Acosta Group in Santa Monica, CA is hiring a Full-Time Google Tech Specialist to assess customer support needs, troubleshoot issues, and explain solutions in a busy retail environment. You will handle post-sale setup support, manage queues, and escalate product issues to internal teams.

The role requires strong communication, knowledge of Android and mobile repairs, and the ability to multitask while delivering superior service.