In-Home Expert

What you’ll be doing

Our team of Asurion In-Home Experts keeps our customers connected by bringing replacement devices and in-person tech support directly to them wherever they are – home, office, or even a local coffee shop. These Experts help customers set up their devices with things like email, apps, and troubleshooting while delivering our award-winning, personalized customer resolution experience. That’s where you come in.

• Meet with customers face-to-face at the customers’ location (typically home, but occasionally their workplace, coffee shop, etc.).
• Resolve operational issues on customers’ devices, other equipment, and connectivity while offering education and device optimization suggestions.
• Provide in-person device setup and tech support for customers’ smart phones, tablets and/or other consumer electronics.
• Gain an understanding of each customer’s technology in order to offer additional products and protection solutions customized to their needs.
• Meet or exceed key performance indicator metrics for performance measurements and sales goals; receive feedback/coaching from the management team including leadership, Trainers, Quality Analysts, etc.

Qualifications

• 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 personal 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 at least 4 hours). Must be able to interact with a customer’s technology throughout their home—including but not limited to 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 up to 30 pounds. Must be comfortable with exposure to dogs, cats and other pets that may be present in the customers’ homes.
• Training: Routine training classes are required and/or offered during the employee lifecycle. Training may consist of classroom and/or computer-based training (CBT).
• Schedules: Must be available to work afternoon and evening shifts, as well as overtime, weekends, and some holidays, as determined by business needs.
• Dress Code: Dress code enforced including professional standards for grooming and clothing.
• Equipment: Ability to use personal smart phone/device for some job-related duties (such as accessing the internet, GPS, accessing Company email and apps, communicating with supervisor, etc.). A set monthly stipend to offset cellular/data expenses of $35 will be provided. Personal device must be no more than 4 years old in order to support the necessary applications.