About Company
Asurion is a global leader in technology protection services, providing solutions to 300 million customers worldwide. From device protection and repair to premium technical support, we connect customers to the technology they rely on most. We’re not just fixing devices; we’re fixing problems and making lives easier through innovative solutions and unparalleled customer service. With a strong presence in Nashville, we foster a culture of innovation, growth, and customer-centricity, empowering our diverse team to make a tangible impact every day. Join us in shaping the future of connected living, where your expertise in technology support will directly contribute to our mission of helping customers unlock the full potential of their tech.
Job Description
Are you a technically savvy problem-solver with a passion for helping people navigate the complexities of their connected world? Do you thrive in a remote work environment where flexibility meets critical impact? Asurion is seeking a dedicated and experienced Remote Customer Engineering Support Specialist to join our dynamic team, based out of Nashville, Tennessee. In this pivotal role, you will be the frontline technical expert, providing advanced troubleshooting and engineering-level support for a wide array of consumer electronics, software, and network issues. Your primary goal will be to resolve complex technical challenges, escalate critical issues to engineering teams with detailed documentation, and ensure an exceptional customer experience through empathetic and efficient communication. This position offers the unique advantage of flexible working hours, allowing you to manage your professional and personal life effectively while contributing to a global leader in technology protection. You will engage with customers remotely, utilizing a suite of diagnostic tools and your deep technical knowledge to diagnose, troubleshoot, and resolve issues ranging from hardware malfunctions and software bugs to network configuration problems and IoT device integration failures. This role requires not only strong technical acumen but also exceptional communication skills, as you will be translating complex technical information into understandable solutions for customers of varying technical proficiencies. You’ll be a vital link between our customers and our engineering department, driving improvements in product reliability and customer satisfaction by identifying recurring issues and providing actionable feedback. If you are passionate about technology, possess an analytical mindset, and are committed to delivering outstanding support, we encourage you to apply.
Key Responsibilities
- Provide advanced technical support and troubleshooting for complex customer issues related to consumer electronics, software, networking, and IoT devices via remote channels.
- Diagnose and resolve technical problems efficiently, escalating unresolved issues to appropriate engineering teams with comprehensive documentation and analysis.
- Communicate effectively with customers, explaining technical solutions clearly and empathetically to users with varying levels of technical understanding.
- Utilize diagnostic tools, knowledge bases, and problem-solving methodologies to resolve issues and identify root causes.
- Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
- Identify and report recurring technical issues or trends to product and engineering teams, contributing to product improvement and defect resolution.
- Assist in the creation and maintenance of internal knowledge base articles and customer-facing FAQs.
- Maintain a high level of customer satisfaction through professional, courteous, and timely support.
- Participate in ongoing training and development to stay current with new technologies and product updates.
- Adhere to company policies and procedures for remote work and data security.
Required Skills
- Minimum of 3 years of experience in a technical support, help desk, or customer engineering role.
- Proven expertise in troubleshooting Windows, macOS, Android, and iOS operating systems.
- Strong understanding of networking concepts (TCP/IP, Wi-Fi, routers, modems, VPNs).
- Familiarity with IoT devices, smart home technologies, and common software applications.
- Exceptional problem-solving and analytical skills, with a methodical approach to complex issues.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Proficiency with CRM software and remote diagnostic tools.
- Ability to work independently and manage time effectively in a remote work environment.
- High school diploma or GED equivalent.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Relevant industry certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional).
- Experience with scripting languages (e.g., PowerShell, Python) for automation or diagnostics.
- Prior experience in a remote customer support role.
- Familiarity with cloud platforms (AWS, Azure, Google Cloud) or specific enterprise software.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- Flexible working hours and the advantage of a fully remote work model.
- Generous paid time off, including vacation, sick leave, and holidays.
- 401(k) retirement plan with company match.
- Opportunities for professional development and career advancement.
- Employee assistance program and wellness initiatives.
- Discounts on Asurion products and services.
- Supportive and collaborative team culture.
How to Apply
To apply for this exciting opportunity, please click on the application link below. We encourage you to submit a detailed resume and cover letter outlining your relevant experience and why you believe you are a great fit for Asurion.