Remote Technical Support Representative I

HM Electronics Inc; Carlsbad (CA); Hybrid; USD 26,000 - 29,000; Full time

Benefits offered by this job

Tuition Reimbursement

3 weeks paid vacation

Paid holidays

Medical insurance

Vision insurance

Dental insurance

Life insurance

Pet insurance

401K

Job summary

HM Electronics Inc. seeks a Technical Support Representative I (Remote) to join our call center team. This role provides customer support via phone, chat, and email, delivering troubleshooting and installation guidance while maintaining positive customer relations.

The position is fully remote, 40 hours per week, with shifts in PT and residency required in AZ, FL, TX, MO, or CA. Benefits include tuition reimbursement, 3 weeks paid vacation, holidays, medical/vision/dental, life and pet

Qualifications

• Minimum 1 year customer service experience; technical support or call center experience preferred.
• Strong troubleshooting and problem-solving skills.
• Ability to multitask across systems while assisting customers in real time.

Responsibilities

• Provide inbound technical support to customers via phone, chat, or email.
• Provide operation, troubleshooting, maintenance, and installation support.
• Promote and maintain positive customer relations.
• Follow established call flows, authentication steps, and escalation procedures.
• Instruct installers and customers in equipment installation, operation, and maintenance.
• Use internal knowledge bases and tools to resolve issues efficiently.
• Dispatch installers to perform onsite service to customers with problems beyond the scope of telephone troubleshooting.
• Prepare and accurately document all customer interactions in the database.
• Identify and make recommendations for product improvement.
• Provide feedback for improvements of our knowledge base.
• Escalate unresolved or complex issues to appropriate teams.
• Meet or exceed performance metrics including quality, productivity, and attendance.

Skills

Customer service

Troubleshooting

Multitasking

Communication

Tools

D365/AX

Job description

HM Electronics Inc. seeks a Technical Support Representative I (Remote) to join our call center team. This role provides customer support via phone, chat, and email, delivering troubleshooting and installation guidance while maintaining positive customer relations.

The position is fully remote, 40 hours per week, with shifts in PT and residency required in AZ, FL, TX, MO, or CA. Benefits include tuition reimbursement, 3 weeks paid vacation, holidays, medical/vision/dental, life and pet