Technical Support Representative (Residential Electrical Support)
About The Position
HomePro Technologies is seeking customer-focused Technical Support Representatives who enjoy solving problems and providing outstanding service over the phone. 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.
Requirements
- 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.
- High school diploma or equivalent required.
Nice To Haves
- 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.
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.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
