Technical Support Representative

HomePro is seeking a knowledgeable and customer-focused Technical Support Representative to provide advanced support for our residential smart home and security solutions. This role is ideal for someone with hands-on experience in home automation, alarm systems, and integrated technologies.Key Responsibilities

• Act as the primary technical resource for internal teams and HomePro clients through inbound and outbound call, email, and SMS support.
• Manage escalated support cases involving HomePro-installed systems such as security panels, surveillance cameras, smart thermostats, lighting controls, door locks, and sensors.
• Diagnose and resolve connectivity issues across Z-Wave and Wi-Fi-enabled devices.
• Monitor and address connectivity concerns reported by service vendors and monitoring partners.
• Guide customers through mobile app setup, remote access configuration, and system synchronization.
• Partner with field technicians to troubleshoot installation challenges and ensure optimal system performance.
• Log all support interactions in the Odoo CRM system and escalate unresolved issues to Tier 3 or engineering partner teams.
• Support internal knowledge sharing by contributing to documentation and assisting in the training of Tier 1 representatives.

• 2-4 years of technical support experience, preferably in smart home or residential security systems.
• Familiarity with platforms such as Alarm.com, Control4, Honeywell and Clare.
• Strong understanding of networking fundamentals and home automation protocols.
• Excellent communication and customer service skills, verbal and written.
• Strong problem-solving skills and technical acumen.
• Experience with CRM / ticketing systems is beneficial.
• Ability to work effectively within a team as well as independently.
• Customer-focused with a passion for delivering quality service.

Educational and Experience Requirements

• High school diploma or GED required; additional technical certifications are advantageous.
• Minimum of 1-year experience in a similar support role is preferred.
• Familiarity with CRM software and ticketing systems is beneficial.

• Competitive salary with opportunities for advancement.
• Comprehensive benefits package including medical, dental, and vision coverage.
• 401(k) plan with company match.
• Generous paid time off and company-recognized holidays.
• Access to on-site gym facilities and other employee wellness programs.
• Discounts on company products and services.