Customer Service Delivery Tech Expert - Part-Time


Mileage Reimbursement

Monthly Phone Stipend

Hours: 3:45 p.m. – 9:00 p.m.

Forward Stocking Location: 5333 33rd St  Grand Rapids, MI 49512


Our team of 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. Our Experts help customers set up their devices with things like email, apps, and basic troubleshooting while delivering our award-winning, personalized customer resolution experience.

What you’ll be doing:

When a customer’s device is lost, broken, or stolen, we provide a replacement device within 24 hours, plus premier tech support to get them up and running again.

  • Provide in-person device setup and tech support for customers’ smart phones, tablets and/or other consumer electronics.
  • Resolve operational issues on customers’ devices, other equipment, and connectivity while offering education and device optimization suggestions.
  • Meet with customers face-to-face at the customers’ home location
  • Learn details of Smart Home Support and gain an understanding of each customer’s technology in order to suggest protection/tech support solutions based on their needs.
  • Meet or exceed key performance indicator metrics for performance measurements and sales goals
  • Travel daily to and from the Forward Stocking Location and several customers’ locations throughout a designated region.
  • Drive own vehicle safely and responsibly to and from customer locations in a variety of situations including heavy traffic and inclement weather.

If you’re a good fit for the job, you’ll be able to:

  • Offer customers a value-added experience with premier customer service through relationship and rapport building

  • Quickly identify and resolve technical issues ]

  • Demonstrate empathy and assurance for the customer throughout the in-person session

  • Utilize tools and resources to solve technical problems in a fast-paced environment.

  • Ability to proactively adapt communication to the customers’ technical skill level.

  • Prior experience in retail sales or customer service is preferred

  • High school diploma required.
  • Must have a valid driver's license and satisfactory driving record with at least 1 year of driving experience.

  • Able to drive your own vehicle to and from the Forward Stocking Location and In-Home appointments up to 120 miles.

  • Able to sit or stand for long periods of time (up to 2 hours). 

  • Able to interact with a customer’s technology throughout their home.

  • Able to interact face-to-face with Customers in their homes for extended periods of time.

  • Able to lift a minimum of 30 pounds.
  • Comfortable with exposure to dogs, cats and other pets that may be present in the customers’ homes.


CUS11768 | Grand Rapids | Michigan | US | 2019/05/01
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