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Technical Support Specialist / Repair Technician (1+ Yrs Exp Req)

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 Specialist 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 CHATGPT.

Primary Responsibilities

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 repairs 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)
Saturday availability required; 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
Paid training
Vision insurance

Application Question(s):

For all questions: Please do not use CHATGPT or Google for assistance. What is the difference between a warranty versus guarantee?

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?
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 approach this interaction? Walk me through how you would assess their needs, educate them on their options, and confidently recommend the right MacBook for them.