Service Operations Support Administrator – Consumer Hardware Quality Control at Warehouse in Antioch, TN.

Job description

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world. ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations. For more information about our services please visit . The kind of people we look for: • Versatile people who thrive on variety and challenge • Excited about working in a fast-paced environment. • Innate problem solvers who want to grow in a flexible, collaborative culture. • Takes initiative, pushes boundaries, motivated to innovate. • Individuals with a growth mindset who want to use their learning and relationship-building skills. • Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality. 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 hands on 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, , Datadog, etc.). • Escalates, monitors, tracks, documents, and reports on incidents, service requests, and device related 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 customer impacting 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 VoIP based 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 internet based products and services. • Strong working knowledge of Windows OS (Linux terminal experience a plus). • Excellent verbal and written communication, documentation, presentation, and problem solving skills. • Self starter with strong organizational and time management 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 high quality, team oriented 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. Compensation: $56,000 to $70,000/yr determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit to explore our total rewards package. Intrigued to learn more? When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like. ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Disclaimer: The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. ClearCaptions does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship. Protecting Your Candidate Experience At ClearCaptions, your candidate experience matters to us. To ensure transparency and security throughout the hiring process, please keep the following in mind: • All legitimate ClearCaptions job openings are posted exclusively on this careers page. • Our recruiters will only contact you from verified @clearcaptions.com email addresses. • We will never offer a job through LinkedIn messages or any social media platform. • We will never ask for sensitive personal information (like banking details or Social Security numbers) during early stages of the hiring process. We encourage all applicants to stay vigilant against online job scams, especially those that misuse company names or logos to appear legitimate. If you receive a message that seems suspicious or doesn’t follow these guidelines, please don’t engage. You’re welcome to verify any opportunity by reaching out to us directly at . We’re committed to a hiring process that is respectful, secure, and clear every step of the way.