On-site Smart Home & Security Tech Support Pro

HomePro, Inc.; Carrollton (TX); On-site; USD 45,000 - 62,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) plan with company match

Generous paid time off and holidays

On-site gym facilities

Job summary

HomePro is seeking a knowledgeable Technical Support Representative to provide advanced support for residential smart home and security solutions in Carrollton, TX. This on-site role requires hands-on experience with home automation systems and strong customer service skills.

You will handle inbound/outbound calls, emails, and SMS, diagnose connectivity issues, and guide customers through app setup and remote access.

Qualifications

• 2–4 years of technical support experience, preferably in smart home or residential security systems.
• Familiarity with 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.

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 elevate 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.

Skills

Technical support

Customer service

Networking fundamentals

Communication skills

Problem solving

CRM / ticketing systems

Education

High school diploma or GED

Technical certifications

Tools

Alarm.com

Control4

Honeywell

Clare

Job description

HomePro is seeking a knowledgeable Technical Support Representative to provide advanced support for residential smart home and security solutions in Carrollton, TX. This on-site role requires hands-on experience with home automation systems and strong customer service skills.

You will handle inbound/outbound calls, emails, and SMS, diagnose connectivity issues, and guide customers through app setup and remote access.