Residential Tech Support Specialist

HomePro; Carrollton (TX); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Competitive pay

Health, dental, vision insurance

401(k) with company match

Paid Time Off

Job summary

HomePro is seeking a Technical Support Representative in Texas to be the first point of contact for homeowners with residential electrical issues. You will diagnose problems, guide safe troubleshooting, and coordinate next steps with field teams to ensure safe, effective resolutions.

The role requires clear technical communication, calm composure under pressure, and a focus on customer service. Onsite coordination and ongoing product knowledge growth are expected.

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

Active listening

Customer service mindset

Problem solving

Calm under pressure

Documentation

Tech explanation

Self-motivation

Education

High school diploma or equivalent

Tools

CRM systems

Job description

HomePro is seeking a Technical Support Representative in Texas to be the first point of contact for homeowners with residential electrical issues. You will diagnose problems, guide safe troubleshooting, and coordinate next steps with field teams to ensure safe, effective resolutions.

The role requires clear technical communication, calm composure under pressure, and a focus on customer service. Onsite coordination and ongoing product knowledge growth are expected.