Asurion

Technical Support Specialist - Connected Home (Houston, TX)

Houston - Legacy at Fallbrook

Sponsorship not specifiedDetected 1 day ago

SwiftCustomer SupportResearchCommunicationAdaptability

About the role

The Connected Home Expert will be responsible for providing a premier customer service experience, including customer education and advanced troubleshooting on all covered products, consumer electronics and connected devices.

Perform other duties as assigned by management
Reporting to a Customer Solutions Operations Supervisor, the Connected Home Expert position is a technical support role focused on providing a premier customer experience and end-to-end support for all connected and non-connected devices in a consumer's home ecosystem.

High School or GED required.
Ability to pass a technical aptitude assessment.
Proven ability to learn new technical concepts quickly and easily makes connections among previously related notions, adaptable and open to change and experiments to find solutions to complex technical problems.
Demonstrated ability to communicate clearly and succinctly, both verbally and in writing.
Coach level ability to communication complex technical information to non-Coaches in a professional and engaging manner.
Proven ability to make decisions in a timely manner, sometimes with limited information and under tight timelines.
Proficiency with a variety of knowledge management systems (KMS) and/or helpdesk reporting tools to deliver technical support.

Must be available to work any assigned shift with reasonable notice 7 days per week, 24 hours per day.
Bi-lingual (Spanish / English) a plus.

Be comfortable speaking to the features and benefits of the product to upsell any products offered as part of the role, as well as meets goals on customer retention for those services

Asurion's business model is based on building lasting relationships with customers by providing products that customers need and understand.
It is through the integrity that our experts display in serving, solving and selling to our customers that we create those enduring connections.
In their interactions with customers, experts are expected to listen to the customer's needs, provide accurate information and conduct themselves in a way that is consistent with Asurion's values.
Make the experience easy for customers by simplifying the troubleshooting experience, demonstrating empathy and assurance for issues, swift identification and resolution of technology issues and identifying other opportunities to add value through relationship and rapport.
Ability to provide next steps options to customers to resolve their issues including claim filing and buyouts.
Connected Home Expert will handle complex technical inquiries from customers who need assistance troubleshooting total home products and wireless connectivity issues on technology such as smartphones, tablets, desktops, laptops, gaming systems, home energy and security, other appliances, and consumer electronics.

This listing is sourced directly from Asurion's careers page and normalized into a canonical job model.