Service Operations Support Administrator – Consumer Hardware Quality Control at Warehouse in Antioch, TN.

About the role

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.

We are a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.

Responsibilities

• Partners closely with Product Management, Engineering, and IT Quality Assurance organizations to develop, maintain, and execute device testing strategies and procedures for the purposes of evaluating consumer hardware devices being returned.
• Performs hands-on testing, inspection, troubleshooting, and evaluation of customer devices to identify hardware defects, software issues, and configuration errors.
• Maintains and operates a device testing laboratory, including test equipment, configurations, and environmental standards.
• Performs remote system testing, diagnostics, configuration changes, and repairs using remote access tools and mobile device management systems.
• Develops, configures, and maintains event alert thresholds, triggers, dashboards, widgets, and reports within event and monitoring systems (Firebase, Count.ly, Datadog, etc.).
• Escalates, monitors, tracks, documents, and reports on incidents, service requests, and device-related issues using Incident Management Systems such as Jira and ServiceNow.
• Develops, maintains, and conducts User Acceptance Testing (UAT) procedures and environments for product, hardware, and service releases.
• Applies ITIL/ITSM best practices to streamline the ingestion, triage, categorization, troubleshooting, diagnosis, and resolution of incidents, requests, and device quality issues.
• Documents device test results, failures, and pass/fail criteria within designated systems and databases (CRM, ERP, Incident Management tools, etc.).
• Collaborates with internal teams including Customer Experience, Product Management, Engineering, Manufacturing, IT, and Operations to detect, investigate, and resolve customer-impacting hardware and service issues.
• Identifies trends in device failures, performance issues, and service disruptions, and contributes to proactive quality and service improvements.
• Assists in root cause analysis activities related to device failures, service incidents, and recurring customer issues.
• Develops and maintains documentation including Standard Operating Procedures (SOPs), test plans, runbooks, work instructions, process flowcharts, workarounds, and knowledge base articles.
• Conducts testing on new and existing product categories to validate functionality, reliability, and customer readiness.
• Assists in training and onboarding Service Operations Support personnel related to monitoring systems, device testing, handling procedures, and quality standards.
• Maintains departmental performance KPIs, goals, objectives, and quality metrics related to service reliability, device quality, turnaround time, and accuracy.

Requirements

• Bachelor’s degree in information technology, computer science or equivalent is required. Equivalent combinations of education and relevant work experience will be considered.
• A minimum of three (3) years of experience in a professional Service Desk, Help Desk, Systems Administration, Telephony Support, or Telephone Testing environment that complies with FCC, CE and UL rules and regulations is required.
• A minimum of three (3) years of experience troubleshooting and diagnosing consumer hardware and software issues, including PSTN and VoIP-based devices is required.
• Previous experience building or leveraging testability hooks, mocks, simulators, and test harnesses.
• Proficiency with modems, routers, VoIP, DNS, VPN, TCP/IP, DHCP, Android OS applications, APK and SDK methodologies required.
• Experience with event monitoring systems, remote device management tools, and incident management platforms.
• Experience working in a technology or communications company that supports SaaS or internet-based products and services.
• Strong working knowledge of Windows OS (Linux terminal experience a plus).
• Excellent verbal and written communication, documentation, presentation, and problem-solving skills.
• Self-starter with strong organizational and time-management skills and the ability to manage multiple priorities with demanding timeframes.
• Ability to guide and support others through collaboration, including assisting teammates and contributing to shared processes, to foster a high-quality, team-oriented environment that drives results.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Reliable and predictable attendance.
• Willingness and ability to work flexible hours as needed.
• Proficiency in Microsoft Office Suite, Visio, and modern communication and collaboration tools used by virtual teams (e.g., Microsoft Teams, Slack, etc.).

Qualifications

• CompTIA Network+ certification preferred.
• Awareness of FCC, CE, and UL compliance standards.

Skills

• Technical proficiency with consumer hardware and software troubleshooting.
• Experience with remote device management and incident management platforms.
• Strong problem-solving and analytical skills.
• Effective communication and documentation skills.
• Ability to work independently and collaboratively.

Benefits

ClearCaptions offers a comprehensive benefits program that includes:

• Health insurance
• Retirement savings plan
• Flexible spending accounts
• Employee assistance programs
• Professional development opportunities
• Work-life balance initiatives

Pay

$56,000 to $70,000/yr determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs.

Schedule

Full-time position with flexible hours to accommodate the needs of the team and the customer base.