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1190 Richards Road, Hartland, WI 53029, USA | Ascent Repair Operations - 9380 | Hourly | Full Time

| Full-benefits package including medical/dental insurance options, PTO, 401(K), pet insurance, tuition reimbursement program, employee discounts, and more

The Support Technician II provides support for device repair and key fob programming across all Batteries Plus store locations. The role delivers advanced troubleshooting via phone and live video sessions, contributes to training and documentation efforts, and occasionally performs direct repair work. The Technician serves as a knowledge resource, collaborating across departments to resolve complex issues and enhance store-level capabilities.

Essential Duties and Responsibilities

Customer and Technical Support

+ Handle high-volume inbound and outbound service calls, ensuring prompt assistance.

+ Provide remote support via live video for store-level repair activities and certification programs.

+ Assist with complex device or key fob issues using research, databases, and collaborative problem-solving.

+ Address advanced issues and elevate unresolved situations to management or senior team members when needed.

+ Maintain detailed service logs, resolution tracking, and customer satisfaction data.

Repair and Training Support

+ Participate in formal repair training, including hands-on device teardown and troubleshooting sessions.

+ Assist in developing technical content such as written guides, process documentation, images, and video training materials.

+ Serve as a backup for answering call center inquiries related to cutting, programming, and equipment troubleshooting.

+ Support Repair Technicians with direct repair of devices such as phones, tablets, and light fixtures as needed.

+ Collaborate with Inventory Specialists and Repair Technicians to ensure the timely resolution of technical requests.

+ Follow all safety protocols and wear appropriate Personal Protective Equipment (PPE).

Other Duties

This job description is intended to outline the general nature and key responsibilities of the role. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties and responsibilities may evolve or change over time based on business needs, without advance notice.

Education and Experience

+ High school diploma or equivalent preferred.

+ Minimum 1 year of experience in customer service, technical repairs, or electronics preferred.

+ Proven technical aptitude with a strong understanding of device functionality and troubleshooting.

+ Strong communication, presentation, and interpersonal skills.

+ Ability to manage multiple priorities independently and maintain detailed documentation.

+ Proficiency with Google Suite preferred.

+ Demonstrated problem-solving skills and attention to detail.

Physical Requirements / Work Environment

The physical demands required to perform the essential responsibilities of this position are as follows. Reasonable accommodations, if necessary and/or as required by law, will be made available.

+ Regular use of a computer, phone, and standard office equipment.

+ Occasional handling of small electronics, use of hand tools, and magnification equipment.

+ Must be able to sit, stand, talk, and hear regularly; lift up to 25 pounds occasionally.

+ Personal Protective Equipment (PPE) may be required for certain tasks.

EEOC Statement

Batteries Plus is an Equal Opportunity Employer. Applicants and associates are free from discrimination on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, pregnancy accommodations, reprisal, other non-merit based factors, and any other protections afforded under state or local laws.