IT Support Representative

Honor; Austin (TX); Remote; USD 60,000 - 65,000; Full time

Job summary

Join a forward-thinking company as an IT Support Representative, where you'll provide vital technical assistance to franchise owners and employees. This role combines troubleshooting software and hardware issues with the opportunity to develop clear documentation and support services. You'll work collaboratively with third-party vendors and assist in the rollout of new software releases. With a customer-focused mindset and strong problem-solving skills, you'll thrive in a dynamic, fast-paced environment. Enjoy a comprehensive benefits package, including medical coverage, equity options, and a generous time-off program, while contributing to a mission that enhances care for aging adults.

Benefits

Medical Coverage

Dental Coverage

Vision Coverage

401K with 4% Match

Generous Time Off Program

Mental Health Benefits

Wellness Program

Discount Program

Qualifications

• 2+ years in technical support or IT customer service roles.
• Experience troubleshooting technology issues for businesses.

Responsibilities

• Provide technical support to franchise owners and Home Office staff.
• Develop documentation for common software system problems.

Skills

Technical Support

Problem-Solving

Communication

Microsoft 365

Windows OS

Customer Service

Adaptability

Education

Bachelor's Degree in Related Field

Tools

Salesforce

JIRA

ServiceNow

Job description

The IT Support Representative will provide technical support to franchise owners, Home Office employees, and international franchise partners. The role involves troubleshooting software and hardware issues, scheduling support activities, coordinating with third-party vendors, and creating clear documentation to ensure smooth operations and efficient service delivery. About you: Support franchise owners and their staff by effectively answering technical questions regarding Home Instead software systems, the Home Instead website, operating systems, MS Office 365, networking, file and printer sharing, basic computer maintenance and future software products in a timely and professional manner. Communicate with third party vendors to coordinate activation for the software interface. Replicate and submit issues as well as submit enhancement requests from user feedback. Provide remote control support of franchise owner’s computer systems when necessary to solve advanced computer problems. Develop clear, concise documentation to distribute to franchise owners and Home Office staff for such things as downloading files from the Home Instead website, solutions to common Home Instead software system problems and any other computer related tasks as required. Assisting with the testing and rollout of new software releases. Document all system information and calls from a franchise office into ServiceNow. Provide regular on call rotation. Knowledge, Skills and Abilities 2+ years in technical support, helpdesk, or IT customer service roles. Bachelor’s degree in a related field preferred. Direct experience troubleshooting technology issues for businesses or franchises—you understand the urgency and complexity of keeping operations running smoothly. Familiarity salesforce experience and troubleshooting. Proficient with Microsoft 365, Windows OS, and ticketing systems like JIRA or ServiceNow. Exposure to marketing tech tools. Customer-focused mindset with excellent communication and problem-solving skills. Strong prioritization, judgment, and adaptability in a fast-paced environment. Comfortable working independently while staying highly collaborative. Available to work the 9:00 AM to 6:00 PM CST shift. Willing to participate in a rotating on-call schedule every 8 weeks. Our range reflects the hiring range for this position. We use national average to determine pay as we are a remote first company. Individual pay is based on a number of factors including qualifications, skills, experience, education, and training. Base pay is just a part of our total rewards program. Honor offers equity and 401K with up to a 4% match. We provide medical, dental and vision coverage including zero cost plans for employees. Short Term Disability, Long Term Disability and Life Insurance are fully employer paid with a voluntary additional Life Insurance option. We offer a generous time off program, mental health benefits, wellness program, and discount program.Hiring Salary Range$60,000—$65,000 USD

Honor exists to expand the world’s capacity to care.

We’re combining high tech with high-touch to deliver better home care for aging adults, better jobs for Care Professionals, and entirely new offerings to support the aging journey, at scale.

Founded in 2014, and now a Series E funded “Unicorn” valued at over $1B, Honor leads the world’s largest home care network with the most advanced care platform. Our August 2021 acquisition of Home Instead has created a global company that’s revolutionizing how society cares for older adults, their families, and Care Professionals.

The Honor Care Platform combines local care and the most advanced technology to bring the highest quality care to more aging adults.

Grow at Honor as part of a united team where everyone shows up authentically, shares ideas bravely, and solves complex problems!

About the Work:

The IT Support Representative will provide technical support to franchise owners, Home Office employees, and international franchise partners. The role involves troubleshooting software and hardware issues, scheduling support activities, coordinating with third-party vendors, and creating clear documentation to ensure smooth operations and efficient service delivery.

About you:

• Support franchise owners and their staff by effectively answering technical questions regarding Home Instead software systems, the Home Instead website, operating systems, MS Office 365, networking, file and printer sharing, basic computer maintenance and future software products in a timely and professional manner.
• Communicate with third party vendors to coordinate activation for the software interface.
• Replicate and submit issues as well as submit enhancement requests from user feedback.
• Provide remote control support of franchise owner’s computer systems when necessary to solve advanced computer problems.
• Develop clear, concise documentation to distribute to franchise owners and Home Office staff for such things as downloading files from the Home Instead website, solutions to common Home Instead software system problems and any other computer related tasks as required.
• Assisting with the testing and rollout of new software releases.
• Document all system information and calls from a franchise office into ServiceNow.
• Provide regular on call rotation.

Knowledge, Skills and Abilities

• 2+ years in technical support, helpdesk, or IT customer service roles.
• Bachelor’s degree in a related field preferred.
• Direct experience troubleshooting technology issues for businesses or franchises—you understand the urgency and complexity of keeping operations running smoothly.
• Familiarity salesforce experience and troubleshooting.
• Proficient with Microsoft 365, Windows OS, and ticketing systems like JIRA or ServiceNow.
• Exposure to marketing tech tools.
• Customer-focused mindset with excellent communication and problem-solving skills.
• Strong prioritization, judgment, and adaptability in a fast-paced environment.
• Comfortable working independently while staying highly collaborative.
• Available to work the 9:00 AM to 6:00 PM CST shift.
• Willing to participate in a rotating on-call schedule every 8 weeks.

Our range reflects the hiring range for this position. We use national average to determine pay as we are a remote first company. Individual pay is based on a number of factors including qualifications, skills, experience, education, and training.

Base pay is just a part of our total rewards program. Honor offers equity and 401K with up to a 4% match. We provide medical, dental and vision coverage including zero cost plans for employees. Short Term Disability, Long Term Disability and Life Insurance are fully employer paid with a voluntary additional Life Insurance option. We offer a generous time off program, mental health benefits, wellness program, and discount program.

Hiring Salary Range

$60,000 — $65,000 USD

What’s next?

Honor is remote friendly! We're hiring across the U.S., with an entirely virtual interview and onboarding process. Most of our positions are remote/work from home and do not require permanent relocation. As conditions allow, we have office space for in-person collaboration in our San Francisco Bay Area, CA, Austin, TX, and Omaha, NE hubs. If you're looking for a great job that offers you the opportunity to work from home, we'd love to talk to you.

This role doesn’t sound quite right? Send this application to a friend who may be a fit and check out our other available roles !

Honor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, political affiliation or belief.

Honor is an E-Verify company. For more information please review our Participation and your Right to Work

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