Remote Tech Support Consultant

Daisy Co - Corporate

1d • $96,000 - $120,000 • Remote

About The Position

Daisy is a national leader in smart space installation and services, dedicated to simplifying smart home and office technology. Our mission is to resolve technology challenges effectively, enhancing our clients' daily lives through innovative and personalized solutions.

The Remote Tech Support Consultant is the first technical voice clients reach when something is not working in their smart space. Working from home, you resolve audio-visual, networking, control, lighting, and surveillance issues over the phone using remote management tools. You own each case from the moment the call starts to the moment it is closed or properly handed off to a branch technician. You are part of the Daisy Call Center team and partner closely with branch service, sales, and trade partners to keep client systems running seamlessly.

Requirements

• High school diploma or equivalent.
• 3 to 5 years of experience in AV, networking, or technology integration, with meaningful time spent troubleshooting remotely or by phone.
• Working knowledge of at least one major control platform (Control4, Savant, Crestron, URC, Josh.ai, or Elan); Control4 Certification preferred.
• Solid networking fundamentals across routing, switching, and Wi-Fi (Araknis, Ubiquiti, eero, Fortinet, Cisco, Ruckus, or similar).
• Comfort with CRM-based case management (Dynamics 365 a plus) and telephony / messaging tools (RingCentral, Beetexting).
• Reliable high-speed internet (minimum 100 Mbps down / 20 Mbps up recommended) and a quiet, dedicated workspace.
• Ability to work scheduled shifts within Daisy Call Center hours.

Nice To Haves

• Control4 Certification preferred.

Responsibilities

• Remote troubleshooting for clients: Diagnose and resolve client issues across AV, networking, control, lighting, and surveillance platforms using remote management tools.
• Remote support for Daisy techs: Provide expert support for our internal Daisy Technicians when they are in the field.
• Case creation and management: Open a case in Dynamics for every material interaction and either resolve and close, or assign to a branch with full context.
• Client engagement: Build trust on every call.
• Work order and booking: When a truck roll is required, create the work order, schedule the booking against branch capacity, and confirm details with the client.
• Payment collection: Collect payment from clients over the phone using Daisy payment links.
• DaisyCare / membership enrollment: Sign clients up for ongoing support programs.
• Lead handling: Pre-qualify leads against the documented lead-management process and assign them to the appropriate branch sales contact.
• Documentation: Capture clear, accurate notes for every case so the next person picking it up loses no context.
• Continuous improvement: Surface gaps in processes, systems and training; help refine call-center processes as the function scales.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Training & development
• Vision insurance
• Competitive salary based on experience.
• Opportunities for professional growth and industry certification, including manufacturer training pathways.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED