Technical Services Specialist – WiFi & Home Tech Support

IPS Corporation; Kalamazoo (MI); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Competitive Compensation Package

HSA / FSA

401(k) with Company Match

Vacation and Sick Leave

Job summary

IPS Corporation is seeking a Technical Services Representative to support end users, installers, and distributors with Wi-Fi connectivity, electrical product troubleshooting, and general technical inquiries. The TSR is trusted to deliver end-to-end solutions with accuracy and a customer-first mindset.

The role emphasizes analytical thinking, documentation of root causes, and collaboration with engineering to drive continuous improvement within connected products.

Qualifications

• High school diploma required; technical school or college degree preferred.
• Experience in technical support or technical customer service.
• Ability to handle confidential information appropriately.
• Excellent phone communication, active listening, and customer-focused problem solving.
• Familiarity with CRM systems (Salesforce, RingCentral preferred).
• Comfort working with people of all backgrounds and technical skill levels.
• Working knowledge of Wi-Fi security protocols, router table management, and mobile devices across iOS/Android.
• Experience with Microsoft 365 preferred.

Responsibilities

• Provide white-glove technical support via phone, email, and live chat for Wi‑Fi smart home monitoring devices.
• Interpret backend system data and deliver clear, actionable insights to end users and distributor partners.
• Purchase order entry into JD Edwards E1 with high accuracy and attention to detail.
• Use data analysis to assess long‑term system stability and identify emerging product issues.
• Follow technical manuals, documentation, and written work instructions.
• Work directly with distributors, business owners, installers, and homeowners.
• Process warranty claims and replacement orders in the company ERP system (JDE E1).
• Maintain compliance with communication standards, policies, and customer privacy requirements.

Skills

Technical support

Customer service

CRM systems

Wi-Fi & routers

Mobile devices

Communication skills

Microsoft 365

High school diploma

Multitasking

Problem solving

Education

High school diploma

Technical school or college degree

Tools

JD Edwards E1

Salesforce

RingCentral

Job description

IPS Corporation is seeking a Technical Services Representative to support end users, installers, and distributors with Wi-Fi connectivity, electrical product troubleshooting, and general technical inquiries. The TSR is trusted to deliver end-to-end solutions with accuracy and a customer-first mindset.

The role emphasizes analytical thinking, documentation of root causes, and collaboration with engineering to drive continuous improvement within connected products.