Residential Tech Support Specialist

HomePro, Inc.; Carrollton (TX); On-site; USD 35,000 - 52,000; Full time

Benefits offered by this job

Competitive pay

Health Insurance

401(k) with company match

PTO

Paid holidays

Ongoing training and development

Career advancement

Job summary

HomePro Technologies is seeking a Technical Support Representative to be the first point of contact for homeowners with residential electrical concerns. You will listen, diagnose, and guide customers through safe troubleshooting steps over the phone, coordinating with field teams for next steps when needed.

This role emphasizes calm problem-solving, excellent communication, and the ability to explain technical concepts in simple terms while maintaining a high standard of customer service.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Verbal communication

Customer service

Calm under pressure

Problem solving

Multi-system use

Documentation

Explain tech

Education

High school diploma

Job description

HomePro Technologies is seeking a Technical Support Representative to be the first point of contact for homeowners with residential electrical concerns. You will listen, diagnose, and guide customers through safe troubleshooting steps over the phone, coordinating with field teams for next steps when needed.

This role emphasizes calm problem-solving, excellent communication, and the ability to explain technical concepts in simple terms while maintaining a high standard of customer service.