Remote Technical Support Agent | Smart Home Technology

Resolv.Global

18h•Remote

About The Position

We are looking for a technically minded, patient, and customer-focused professional to join our remote technical support team in Mexico. In this role, you will be the direct point of contact for residents who need help with their smart home devices, supporting them through inbound calls and emails to get their technology working the way it should. The company you will be supporting works with leasing companies across the US to provide and maintain smart home technology solutions in residential properties. Their focus is on building lasting relationships with clients by making sure residents are well looked after long after they move in. If you enjoy solving technical problems, explaining things clearly, and giving people a genuinely helpful experience, this role is a great fit. This is a fully remote, full-time position based in Mexico. Training runs for 4 to 5 weeks and includes both video modules and hands-on time with the actual devices you will be supporting, so you will feel confident and well-prepared before going live. Please note: You must meet the hardware requirements before your start date. Candidates who do not meet these requirements will not be able to move forward in the process.

Requirements

Strong verbal and written communication skills in English
At least 1 year of customer service experience, ideally in a role that handled both calls and emails
A genuine interest in technology and the confidence to troubleshoot device and connectivity issues
Good physical dexterity for working with smart home hardware during the hands-on training period
Experience with CRM software and solid general computer skills
A patient, methodical approach to problem-solving with the customer always in mind
The ability to manage your time and stay focused in a fast-paced remote environment
Comfort with basic financial and leasing terminology, as you will be working in a property management context
Currently residing in Mexico
Windows 11 PC (Mac not supported)
16 GB RAM
Dual monitors
Webcam
Fibre internet with a wired connection
Backup power solution
Microsoft Teams / Office 365

Responsibilities

Handle inbound technical support calls and emails from residents experiencing issues with their smart home devices
Troubleshoot common problems such as Wi-Fi connectivity issues, device pairing failures, and general setup questions
Walk residents through solutions clearly and calmly, adjusting your explanations to their level of comfort with technology
Log and manage all interactions accurately in CRM software
Handle both voice and email support channels, managing multiple tasks at the same time
Stay up to date with product changes and adapt to an evolving support environment