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.

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