In-Home Tech Expert (Grand Rapids)
Location: Grand Rapids, MI
In-Home Tech Expert
The In-Home Tech Expert position is a technical support and customer
service role within the In-Home Technical team based remotely in markets
throughout the U.S. The In-Home Tech Expert will handle in-home delivery and
onboarding 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 Tech 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’
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.