Mobile Device Support Specialist

Job title: Mobile Device Support Specialist

About the Role The Mobile Device Support Specialist serves as the primary point of contact for caregivers using Ceresti-provided tablets and the smartphone app. The role combines onboarding, device setup guidance, and hands-on technical support to ensure caregivers can access Ceresti services smoothly. Success depends on empathy, clear communication, and practical technology troubleshooting.

What You'll Do

• Caregiver Onboarding & Tablet Starts
• Conduct tablet start sessions with caregivers via phone or video.
• Schedule tablet and application trainings to troubleshoot technical difficulties.
• Guide caregivers through powering on the tablet, connecting to the Internet, 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.

What We're Looking For

• 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.