Technical Support Consultant/ Repair Technician (1+ Yrs Exp Req)
- Atlanta, United States
Posted 24 days ago
About the role
Note: If you’re passionate about electronic devices, enjoy diving into technical details, and take pride in your expertise, TPK Wireless offers a dynamic and intellectually challenging environment where your skills and curiosity can thrive. (Daily Commute Required)
We are pleased to offer an exciting opportunity for a Technical Support Consultant to join our growing team, with a focus on consumer electronic devices. Additionally, we are actively seeking a qualified Electronic Repair Technician with a minimum of one year of hands-on experience in device repair. The technician role offers a higher starting pay, commensurate with demonstrated expertise and repair skill.
We are looking for dedicated, customer-focused professionals with a strong background in Technical Support, IT Support, or Help Desk services. This role requires direct interaction with customers, where you will provide in-person technical support and resolve issues related to hardware components in mobile phones, tablets, and computers.
This is not a remote position, and we kindly request that you answer the questions provided to the best of your ability without the assistance of AI.
Primary Responsibilities
- In-Person Troubleshooting, Technical Support, Customer Service, and Sales
- Deliver front-line client services including retail sales, customer support, and Tier 1 IT/technical assistance
- Diagnose and resolve hardware-related issues on mobile phones, tablets, and laptops (e.g., screens, charging ports, batteries, cameras, speakers)
- Conduct in-person device repair consultation and manage customer check-ins and check-outs
- Educate customers on repair findings, warranty coverage, and common causes of device damage
- Assist customers with accessory purchases (e.g., screen protectors, cases, cables)
- Recommend and facilitate device sales when repairs are not viable
- Address 90% hardware issues and 10% software-related concerns
- Explain technical concepts clearly and concisely to non-technical customers
- Exhibit critical thinking and adaptability in a fast-paced retail environment
- Maintain professionalism, accuracy, and care in all customer interactions
Recognition & Culture
- Monthly bonus rewards and recognition for top performance
- Friendly, collaborative, and performance-based culture
- We embrace feedback—your ideas help shape how we grow
Growth & Career Development
- Clearly defined promotion tracks to Lead Tech and Store Manager roles
- Quarterly performance reviews and goal setting to help you level up
- Opportunities to train others, lead internal projects, and improve operations
- Cross-training in multiple brands and device types to expand your skillset
Training Support
- Paid, hands-on training starting Day 1
- Learn diagnostics, communication techniques, and upselling
- Work alongside experienced technicians and receive real-time feedback and mentorship
Compensation & Benefits
- Commission eligibility after a 14-day training period
- $500 Training Completion Bonus after successful completion of 2 weeks
- Annual raises between 3% and 8%, based on performance
- Clear opportunities for advancement in pay and title after 8 months
- Standard workweek of 4 to 5 days, 9-hour shifts (10:00 AM – 7:00 PM)
- MANDATORY Saturday availability required; MANDATORY Sunday availability will be expected in the future
- In-person retail storefront environment across two locations
- Comprehensive background check (employment and education verification) is required
Qualifications
- Associate's or Bachelor's degree in a related field is required
- Minimum 1 year of experience in Technical Support, IT Support, or Help Desk services
- Demonstrated ability to communicate effectively and empathetically with customers
- Strong diagnostic and technical troubleshooting skills
- Adaptability to emerging technologies and repair techniques
- Familiarity with customer service and CRM concepts
- Ability to work well within diverse teams and under high-pressure situations
Application Process
This is not a remote position
To be considered for this position, please submit your resume along with responses to the accompanying application questions. We look forward to reviewing your application and learning more about how you can contribute to our team.
Job Type: Full-time
Pay: $18.00 - $22.00 per hour
Benefits:
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- TPK Wireless is a retail setting, storefront with two locations. Are you able to make the commute?
- Repair Technicians: Describe a time when you had to de-escalate a situation with a disgruntled customer.
- What would you say to a customer who wants a quick fix for a complex repair?
- How would you inform a customer that damage is not covered under warranty?
- Do you enjoy working with electronic devices and love diving deep into specs about technology, and want a place to showcase your passion?
- What type of services does TPK Wireless offer?
- If our work interests you, would you like to develop or refine your skills in this field?
- Can you explain your understanding of the position you're applying for?
- For all questions: Please do not use CHATGPT or Google for assistance. What is the difference between a defect and accidental damage?
- A customer comes in with an older HP 13-inch laptop with 4GB of RAM that is no longer performing efficiently. They would like to upgrade to something more powerful but don’t know much about laptop specifications. However, they specifically want to switch to a MacBook.
How would you explain the importance of RAM, storage, processor performance, and battery life to a customer who is unfamiliar with computer specifications?
- Are you aware this position require every Saturday and future Sunday availability?
Ability to Commute:
- Atlanta, GA 30344 (Preferred)
Ability to Relocate:
- Atlanta, GA 30344: Relocate before starting work (Preferred)
Work Location: In person