Tech Zone Representative

DOCOMO PACIFIC INC•Tamuning, GU

2d•Onsite

About The Position

At DOCOMO PACIFIC, we believe in connection—bringing people, innovation, and opportunity together to shape a brighter future for our island communities. Rooted in the values of excellence, respect, trust, and teamwork, we are powered by the spirit of Ina’fa’maolek—working together for the greater good. As a Tech Zone Representative, you’ll be the trusted support expert helping customers stay connected through device troubleshooting, repairs, and technical support. From diagnosing issues to recommending the right solutions, you’ll create positive customer experiences while helping keep our communities connected.

Requirements

High school diploma or GED required.
Basic computer literacy and data entry skills required.
Reliable transportation required.
Ability to safely handle and repair devices and equipment.
Ability to read and interpret operating instructions, manuals, safety guidelines, and procedures.
Ability to write routine reports and correspondence professionally.
Ability to communicate effectively with customers and team members while maintaining empathy and professionalism.
Confidence in explaining technical issues and recommending appropriate solutions.

Nice To Haves

One (1) year of related technical support, troubleshooting, or customer service experience preferred.
Knowledge of MIND billing system and Envision systems preferred.
Strong organizational and multitasking abilities.
Solid interpersonal and customer service skills.

Responsibilities

Deliver exceptional customer service by greeting and assisting customers with professionalism, empathy, and positivity.
Diagnose, troubleshoot, and repair cellular devices in a timely and efficient manner.
Manage customer check-in and check-out processes while clearly explaining repair timelines, parts availability, fees, and service expectations.
Assist customers with software reinstalls, modem issues, virus/spyware diagnostics, and general device troubleshooting.
Maintain working knowledge of wireless devices, handset features, operating systems, applications, and accessories.
Upgrade handset software and operating systems as needed.
Recommend products, accessories, and service solutions that enhance the customer experience and fit customer lifestyles.
Support customers with devices that may be uneconomical to repair by recommending alternative solutions or replacement options.
Collaborate with business sales teams to assist with cellular device-related concerns.
Maintain a clean, organized, and professional workstation at all times.
Stay informed about current promotions, products, and services to better assist customers.
Contribute to team success by supporting departmental goals and performing other related duties as assigned.