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. ‍ #INDCER2026 Apply tot his job Apply To this Job