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 to all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technical 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 an 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 Asurion’s replacement spending costs by increasing saving 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 the product
Creating buyout/dispatch requests as necessary
Identifying part numbers/kits needed to make a repair
Act as a 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
Here’s what you’ll bring to the team:
20 years of 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. We’re 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 love…no matter the type of tech or where you purchased it.
Job Type: Full-time
Experience:
Major Appliance Repair: 10 years (Preferred)
To apply for this job please visit www.asurion.com.
