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# Technical Support Representative

- **Company:** Kwasny Company
- **Location:** Carrollton, TX, United States
- **Contract:** Permanent contract
- **Skills:** Home Automation, Issue Tracking Systems, Mobile Application Software, Networking Basics, Remote Access Technology, Odoo, 3-tier Architectures
- **Published:** September 25, 2026
- **Apply:** https://www.juju.com/job/16_1068cdb51

## About the Role

* 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.

## Description

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.


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