Customer Experience Technical Representative

Orion180•Draper, UT

1d•Onsite

About The Position

This role supports Orion180’s proprietary technology platforms, including PryzmIQ, our self-guided home inspection app, and our Automatic Water Valve Turn Off System (AWTOS), while delivering outstanding, white-glove customer experience. You will guide customers through product setup, troubleshoot technical issues, review property inspection data, and ensure accuracy and compliance across all touchpoints. This is a dynamic and fast-paced position where technical aptitude and customer focus go hand-in-hand.

Requirements

High School Diploma or GED required
1 year of experience in a technical support call center, help desk, or field service environment
Experience troubleshooting mobile devices, WiFi connectivity, or IoT/smart home systems.
Excellent written and verbal communication skills.
Strong problem-solving ability and technical aptitude.
Ability to multitask and adapt in a fast-paced environment.
High attention to detail and organizational skills.
Customer-first mindset and ability to deliver empathetic, high-quality service.
A proactive, self-driven approach to learning and continuous improvement.

Nice To Haves

bachelor's degree preferred
Familiarity with property insurance processes or home inspection is a plus.

Responsibilities

Conduct digital quality assurance for self-home inspections: review photos, validate accuracy, and document anomalies.
Perform guided home inspections virtually or over the phone, walking customers step-by-step through the process.
Provide clear, constructive feedback to improve documentation, workflows, and inspection processes.
Assist homeowners and contractors with installation, setup, and usage of PryzmIQ and AWTOS.
Walk users through connecting to WiFi, mobile apps, and sensors, ensuring proper function and data transmission.
Troubleshoot technical issues (connectivity, alerts, device pairing) and deliver easy-to-follow solutions.
Collaborate with internal teams and escalate complex cases when necessary.
Make proactive outreach calls to encourage product adoption and ensure customer satisfaction.
Communicate professionally via phone, email, and text to address inquiries and follow up on inspections.
Deliver a “white-glove” customer experience by keeping interactions clear, positive, and supportive.
Document calls, findings, and resolutions to support product improvement.
Stay up to date on new products, product enhancements, new features, and installation best practices.