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Mobile Device Support Specialist
Role Summary
The Mobile Device Support Specialist serves as the primary point of contact for caregivers using Ceresti-provided tablets and the smartphone application. This role combines caregiver onboarding, tablet start and smartphone app guidance, and hands-on technical support to ensure caregivers can confidently use their device to access Ceresti services without frustration or delay.
This position plays a critical role in delivering a positive caregiver experience by blending empathy, clear communication, and practical technology troubleshooting.
Key Responsibilities
Caregiver Onboarding & Tablet Starts
- Conduct tablet start sessions with caregivers via phone or video.
- Scheduling tablet and application trainings to troubleshoot technical difficulties
- Guide caregivers through powering on the tablet, connecting to the Internet (e.g., Wi-Fi), and completing initial device setup.
- Walk caregivers through installed applications and core tablet functionality.
- Confirm caregiver understanding and readiness before closing tablet start sessions.
- Provide patient, empathetic, and easy-to-understand guidance to caregivers with varying levels of technology comfort.
Technical Support & Troubleshooting
- Serve as frontline technical support for tablet hardware, software, and connectivity issues and smartphone application issues.
- Troubleshoot application issues, operating system updates, login problems, and SD card functionality.
- Perform device resets, reconfigurations, and basic repairs within defined protocols.
- Determine when device replacement or escalation is required and coordinate next steps.
- Identify recurring technical issues and communicate trends to operations and technology teams to support continuous improvement.
Documentation & Systems
- Accurately document tablet starts, support interactions, issues, and resolutions in internal systems.
- Maintain device status, configuration notes, and troubleshooting outcomes.
- Follow standardized workflows to ensure data accuracy, continuity, and compliance.
Technology & Systems Proficiency
- Comfortable setting up, configuring, and supporting tablets and mobile devices.
- Experience installing, validating, and updating software and applications.
- Ability to manage SD cards, file structures, and basic device configuration.
- Confident navigating multiple systems while maintaining strong attention to detail.
- Able to learn new tools and processes quickly as technology evolves.
Required Qualifications
- Experience in customer support, onboarding, help desk, or technical support roles.
- Strong communication skills with the ability to explain technical concepts in simple, caregiver-friendly language.
- High empathy and patience when supporting caregivers and older adults.
- Comfortable performing hands-on technical tasks and troubleshooting.
- Experience supporting tablets, mobile devices, or similar technology preferred.
What Success Looks Like
- Caregivers feel confident and supported using their tablet after initial onboarding.
- Technical issues are resolved efficiently with minimal escalation.
- Tablet starts and support interactions are documented accurately and consistently.
- Device and software issues decrease over time through pattern recognition and feedback.
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