Technical Support Representative (Residential Electrical Support)

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

About HomePro

HomePro Technologies is one of Texas' leading providers of residential technology and electrical solutions. For over two decades, we've partnered with homeowners and homebuilders to deliver exceptional service in home security, automation, electrical, entertainment, networking, and smart home technology.

As we continue to grow, we're looking for customer-focused Technical Support Representatives who enjoy solving problems and providing outstanding service over the phone.

Position Summary

As a Technical Support Representative, you'll serve as the first point of contact for homeowners experiencing residential electrical issues. You'll listen carefully, ask the right questions, diagnose common problems, and guide customers through safe troubleshooting steps over the phone.

This role is ideal for someone who remains calm under pressure, enjoys helping people, and can explain technical concepts in a clear, easy-to-understand way. When issues require onsite service or involve potential safety concerns, you'll coordinate the appropriate next steps with our field teams.

What You'll Do

• 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.

What We're Looking For

• 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.


• Dependable, organized, and self-motivated.

Preferred Qualifications

• Previous experience in technical support, help desk, customer service, call center, or dispatch.


• Experience with residential electrical systems, smart home technology, home security, networking, or low-voltage systems is a plus.


• Knowledge of troubleshooting methodologies is preferred but not required.


• High school diploma or equivalent required.

Why Join HomePro?

• Competitive pay


• Comprehensive health, dental, and vision insurance


• 401(k) with company match


• Paid Time Off (PTO)


• Paid holidays


• Ongoing training and professional development


• Opportunities for career advancement within a growing Texas company


• Supportive, team-oriented culture

Schedule

• Full-time


• Monday through Friday


• Additional hours or rotating on-call responsibilities may be required based on business needs.

Physical Requirements

• Ability to sit for extended periods while working on a computer and telephone.


• Ability to occasionally lift up to 20 pounds.


• Ability to communicate clearly over the phone for extended periods.

Why You'll Love This Role

If you enjoy helping people solve problems, have a knack for troubleshooting, and want to build a long-term career with an established Texas company, we'd love to hear from you.

Join HomePro and help homeowners get the support they need—one phone call at a time.