Mobile Device Support Specialist

February 24, 2026

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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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