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Summary: 

The Service Operations Support Administrator – Consumer Hardware Quality Control is primarily responsible for hands-on testing and evaluation of customer devices within an RMA/triage environment. This role ensures comprehensive assessment and awareness of material issues and trends, providing a critical component of a closed-loop quality control program that supports Customer Service, Manufacturing, Product Management, and Engineering functions.  

What This Role Does: 

• Partners closely with Product Management, Engineering, and IT Quality Assurance organizations to develop, maintain, and execute device testing strategies and procedures for the purposes of evaluating consumer hardware devices being returned. 

• Performs handson testing, inspection, troubleshooting, and evaluation of customer devices to identify hardware defects, software issues, and configuration errors.  

• Maintains and operates a device testing laboratory, including test equipment, configurations, and environmental standards.  

• Performs remote system testing, diagnostics, configuration changes, and repairs using remote access tools and mobile device management systems.  

• Develops, configures, and maintains event alert thresholds, triggers, dashboards, widgets, and reports within event and monitoring systems (Firebase, Count.ly, Datadog, etc.).  

• Escalates, monitors, tracks, documents, and reports on incidents, service requests, and devicerelated issues using Incident Management Systems such as Jira and ServiceNow.  

• Develops, maintains, and conducts User Acceptance Testing (UAT) procedures and environments for product, hardware, and service releases.  

• Applies ITIL/ITSM best practices to streamline the ingestion, triage, categorization, troubleshooting, diagnosis, and resolution of incidents, requests, and device quality issues.  

• Documents device test results, failures, and pass/fail criteria within designated systems and databases (CRM, ERP, Incident Management tools, etc.).  

• Collaborates with internal teams including Customer Experience, Product Management, Engineering, Manufacturing, IT, and Operations to detect, investigate, and resolve customerimpacting hardware and service issues.  

• Identifies trends in device failures, performance issues, and service disruptions, and contributes to proactive quality and service improvements.  

• Assists in root cause analysis activities related to device failures, service incidents, and recurring customer issues.  

• Develops and maintains documentation including Standard Operating Procedures (SOPs), test plans, runbooks, work instructions, process flowcharts, workarounds, and knowledge base articles.  

• Conducts testing on new and existing product categories to validate functionality, reliability, and customer readiness.  

• Assists in training and onboarding Service Operations Support personnel related to monitoring systems, device testing, handling procedures, and quality standards.  

• Meets departmental performance KPIs, goals, objectives, and quality metrics related to service reliability, device quality, turnaround time, and accuracy. 

• Performs other duties and responsibilities as assigned. 

What You Will Bring: 

• Bachelor’s degree in information technology, computer science or equivalent is required. Equivalent combinations of education and relevant work experience will be considered. 

• A minimum of three (3) years of experience in a professional Service Desk, Help Desk, Systems Administration, Telephony Support, or Telephone Testing environment that complies with FCC, CE and UL rules and regulations is required.  

• A minimum of three (3) years of experience troubleshooting and diagnosing consumer hardware and software issues, including PSTN and VoIPbased devices is required.  

• Previous experience building or leveraging testability hooks, mocks, simulators, and test harnesses.  

• Proficiency with modems, routers, VoIP, DNS, VPN, TCP/IP, DHCP, Android OS applications, APK and SDK methodologies required.  

• Experience with event monitoring systems, remote device management tools, and incident management platforms.  

• Experience working in a technology or communications company that supports SaaS or internetbased products and services.  

• Strong working knowledge of Windows OS (Linux terminal experience a plus).  

• Excellent verbal and written communication, documentation, presentation, and problemsolving skills.  

• Selfstarter with strong organizational and timemanagement skills and the ability to manage multiple priorities with demanding timeframes.  

• Ability to guide and support others through collaboration, including assisting teammates and contributing to shared processes, to foster a highquality, teamoriented environment that drives results.  

• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.  

• Reliable and predictable attendance.  

• Willingness and ability to work flexible hours as needed.  

• Proficiency in Microsoft Office Suite, Visio, and modern communication and collaboration tools used by virtual teams (e.g., Microsoft Teams, Slack, etc.). 

Preferred: 

• CompTIA Network+, Android CTS or SSCA certifications.  

• Awareness of FCC, CE, and UL compliance standards.  

Physical Demands: 

In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to qualified individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose and undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process. 

Employees may experience the following physical demands for extended periods of time: 

• Sitting, standing, and walking (95-100%)   

• Keyboarding (70-90%) 

• Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%) 

• Frequently bend, crouch, reach, twist, and grasp; may be required to lift or move boxes weighing up to 50 pounds with assistance and/or the use of a forklift. Appropriate personal protective equipment (PPE), including closed-toe shoes, must be worn. 

Work Environment: 

Warehouse: Work environment is primarily, indoors, at the central ClearCaptions’ warehouse located in Antioch, TN.