Product Support Expert | Mobile Technician

Product Support Expert | Mobile Technician

Department: Retail Sales and Services Department

Company: Millennial Zeal Technology Corporation

Work Type: Full-Time | On-site

About the Role

The Product Support Expert is a dynamic, multi-faceted role within our Retail Sales and Services Department. This position blends technical troubleshooting and hardware repair expertise with active retail sales. You will serve as the primary point of contact for walk-in customers—diagnosing and repairing OPPO mobile devices and IoT products, providing software and data backup support, selling accessories and devices, and delivering exceptional customer care.

Key Responsibilities

Technical Support & Repair

• Conduct physical inspections and pre-repair diagnostic assessments on OPPO devices to determine the appropriate service plan.

• Perform hardware repairs, maintenance, software upgrades, and data backups for mobile phones and IoT products in strict adherence to company Standard Operating Procedures (SOPs).

• Clearly communicate repair options, estimated turnaround times, and potential risks (such as data loss) to customers prior to service intake.

• Manage device intake and release workflows, verifying customer identification and proof of ownership.

Store Operations & Inventory Management

• Accurately enter repair tickets, customer details, and unit history into the Aftersales management system.

• Maintain accurate inventory counts and secure storage of spare parts, store handsets, and IoT inventory.

• Manage daily register cash flow, deposit store revenue, issue official receipts, and maintain accurate ledger entries.

• Prepare expense reimbursement documentation and resolve any register or inventory discrepancies promptly.

Sales & Customer Experience

• Proactively promote and sell OPPO smartphones, accessories, IoT products, and extended after-sales services to walk-in customers.

• Meet or exceed monthly Key Performance Indicators (KPIs), including:

  • Repair Order (RO) volume targets

  • Gross Merchandise Value (GMV) targets

  • Per Unit Sellout targets

  • Accessory and IoT sales targets

• Provide clear updates to customers regarding their device repair status and respond to general store inquiries in a friendly, professional manner.

Qualifications & Skills

• Education: High School Diploma or equivalent vocational/technical training (e.g., TESDA NC II in Electronics Product Assembly and Servicing or Consumer Electronics Servicing).

• Experience: 1–2 years of experience in mobile device repair, technical support, or retail sales roles.

• Technical Knowledge: Demonstrated knowledge of mobile device hardware repair, basic electronics, computer systems, software applications, and basic network troubleshooting.

• Sales & Customer Service: Sales-oriented with the ability to identify customer needs and recommend appropriate products or services; strong customer relation and problem-solving skills.

• Communication Skills: Excellent verbal and written communication skills; ability to explain technical concepts clearly to non-technical customers.

• Computer Literacy: Proficient in Microsoft Office applications (Word, Excel) and point-of-sale or ticketing software.