Technical Support Representative (Residential Electrical Support)

As a Technical Support Representative, you'll serve as the first point of contact for homeowners experiencing residential electrical issues. You'll listen carefully, ask the right questions, diagnose common problems, and guide customers through safe troubleshooting steps over the phone.

This role is ideal for someone who remains calm under pressure, enjoys helping people, and can explain technical concepts in a clear, easy-to-understand way. When issues require onsite service or involve potential safety concerns, you'll coordinate the appropriate next steps with our field teams.

What You'll Do

• Provide professional, over-the-phone support for residential electrical concerns.
• Diagnose customer issues by asking thoughtful questions and gathering relevant information.
• Guide homeowners through safe troubleshooting procedures.
• Determine when a service appointment or escalation is necessary.
• Create accurate documentation of customer interactions, troubleshooting performed, and resolutions.
• Communicate with field technicians and internal departments to ensure seamless customer service.
• Prioritize customer safety by recognizing situations that require immediate escalation.
• Maintain a positive, empathetic, and solution-oriented attitude during every customer interaction.
• Continuously learn new products, systems, and troubleshooting techniques.

• Excellent verbal communication and active listening skills.
• Strong customer service mindset with a genuine desire to help others.
• Ability to remain composed in stressful or urgent situations.
• Strong problem-solving and critical thinking abilities.
• Comfortable using multiple computer systems while speaking with customers.
• Excellent attention to detail and documentation skills.
• Ability to explain technical information in simple, non-technical language.
• Dependable, organized, and self-motivated., * Previous experience in technical support, help desk, customer service, call center, or dispatch.
• Experience with residential electrical systems, smart home technology, home security, networking, or low-voltage systems is a plus.
• Knowledge of troubleshooting methodologies is preferred but not required.
• High school diploma or equivalent required., * Ability to sit for extended periods while working on a computer and telephone.
• Ability to occasionally lift up to 20 pounds.
• Ability to communicate clearly over the phone for extended periods.

Why You'll Love This Role

If you enjoy helping people solve problems, have a knack for troubleshooting, and want to build a long-term career with an established Texas company, we'd love to hear from you.

Pulled from the full job description

• Paid training
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Paid holidays
• Opportunities for advancement, * Competitive pay
• Comprehensive health, dental, and vision insurance
• 401(k) with company match
• Paid Time Off (PTO)
• Paid holidays
• Ongoing training and professional development
• Opportunities for career advancement within a growing Texas company
• Supportive, team-oriented culture, * Full-time
• Monday through Friday
• Additional hours or rotating on-call responsibilities may be required based on business needs.

HomePro Technologies is one of Texas' leading providers of residential technology and electrical solutions. For over two decades, we've partnered with homeowners and homebuilders to deliver exceptional service in home security, automation, electrical, entertainment, networking, and smart home technology.