Computer Diagnostics Specialist - Customer Service

NFM•Cedar Park, TX

11d

About The Position

NFM is seeking a Computer Diagnostics Specialist to provide customer service, process returned merchandise, and resolve computer issues. The role involves troubleshooting, evaluating customer needs, recommending service options, and processing returns, exchanges, and order maintenance. The specialist also inspects and restores merchandise, supports inventory processes, and maintains an organized and clean tech room and tagging station. The position requires courteous teamwork, timely follow-up with customers, and a commitment to ongoing learning.

Requirements

One year of computer repair experience.
One year of customer service experience.
Knowledge of Microsoft Office applications, including Word, Excel, and Outlook.
Ability to work night, weekend, and/or early morning hours based on business needs.
Pre-employment screening includes a criminal background check.

Nice To Haves

Technical degree in computer science.
CNE or CAN certification.

Responsibilities

Provide customer service and learn and use the NFM system.
Assist customers with basic troubleshooting and recommend service options.
Build customer relationships and follow up on concerns, issues, and needs in a timely manner.
Use the HEAT method: Hear them out, Empathize, Apologize, and Take-Action.
Depending on the region, work at a customer service register.
Listen to customers and determine the service needed to meet or exceed their expectations.
Research and review customer accounts.
Check merchandise status and recommend service options consistent with customer needs and NFM policies and parameters.
Process returns, exchanges, and order maintenance for customer-owned merchandise.
Review reports for returned items requiring inspection, with attention to customer deadlines and pickup times.
Inspect returned items for completeness, damage, and removal of private information as applicable, and determine disposition.
Assist with cellular inspections before returns.
Restore merchandise for repair or resale.
Support inventory processes, including product tagging, receiving, and transfers.
Maintain organization and cleanliness of the tech room and tagging station.
Complete training and continue learning.
Represent NFM as a kind, helpful, courteous team player.