Appliance Repair Technical Support Specialist

  • Asurion LLC
  • Nashville, TN, USA
  • Nov 09, 2020

Job Description

Technical Assistance Specialist

Location: Work from Home CST or Mountain Time Zone

For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued.

We help people do more with their technology and stay connected on all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technology issues they have and protection of their devices to ensure they quickly get a replacement or repair if anything does go wrong.

What you will be doing:

The Technical Assistance Specialist (TAS) is responsible for ensuring excellent consumer experience for all Asurion customers and clients by providing technical advice to all service technicians within the Asurion In-home service network. The TAS will provide technical assistance for all brands sold by our clients with an extended warranty thru Asurion. The overall goal for the TAS is to provide technical knowledge, troubleshooting support, parts identification, and training to ensure repairs are completed and to minimize the need to replace major appliances.

Essential Duties and Responsibilities:

  • Responsible for reducing Asurions replacement spending costs by increasing save rates on products deemed unrepairable or unreplaceable by in-home service technicians
  • Responsible for providing technical expertise across all brands, specializing in LG, Samsung, GE, Frigidaire, Electrolux, Maytag and Whirlpool
  • Responsible for expertise on all appliance product lines for their given industry. Example: MA TAS must have expertise in: Refrigeration, Laundry, Dishwashers, Cooking, etc.
  • OEM warranty verification
  • Suggestions for next steps in troubleshooting
  • Responsible for overall resolutions to repair or replace product
  • Creating buyout / dispatch requests as necessary
  • Identifying part numbers / kits needed to make a repair
  • Act as technical liaison between Asurion and OEM
  • Ensure all transactions are properly documented in data management systems
  • Use technology as needed to assist field technicians with repairs
  • Help identify training needs of field technicians and relay back to the FSM team
  • Assist the FSM team and DTS agents as needed
  • Ensure field service technicians adhere to processes that meet client needs and expectations
  • Develop and maintain excellent customer relationships with service technicians within the Asurion service network

Heres what youll bring to the team:

  • 20 years road experience as a Major Appliance service technician within the service industry
  • Sealed system certified
  • Authority in servicing major appliances
  • Excellent organizational and time management skills
  • Excellent written and communication skills
  • Ability to own multiple tasks in a dynamic environment
  • Able to sit for long periods of time while talking on the phone and using a computer
  • Ability to use multiple database programs
  • Typing Skills
  • Moderate computer skills
  • Familiar with Office products, Word and Excel
  • Spanish speaking a plus

We take care of you (benefits/perks):

  • Competitive pay and benefits including health, dental, and vision
  • Retirement savings plan
  • Paid time off
  • Continuing education support
  • Ongoing training to grow your skills

About Asurion

Asurion helps people protect, connect and enjoy the latest tech to make life a little easier.? Every day our 19,500 experts help nearly 300 million people around the world solve the most common and uncommon tech issues. Were just a call, tap, click or visit away for everything from getting a same-day replacement of your smartphone, to helping you stream or connect with no buffering, bumps or bewilderment. We think you should stay connected and get the most from the tech you matter the type of tech or where you purchased it.

Associated topics: desktop, front desk, information technology, pc, service, support specialist, technical support specialist, technician ii, technician iv, technology