Technical Support Representative

HomeWAV, LLC•St. Louis, MO

About The Position

The Technical Support Representative delivers technical support across HomeWAV’s software and hardware product lines, including agency systems, consumer applications, platform capabilities, and hardware solutions. The role supports timely incident restoration, adherence to service level agreements (SLAs), and effective management of service requests for County partners and end users. The representative acts as a technical subject matter expert by prioritizing, troubleshooting, escalating, and resolving incidents to maintain system performance and customer satisfaction. The position works cross-functionally to support operational continuity, customer requirements, and service standards. Travel and physical requirements are listed as none.

Requirements

At least 2 years of technical experience in computer technology, data management, network troubleshooting, and/or infrastructure, with the ability to understand and resolve technical impediments.
At least 2 years of experience troubleshooting technical issues, identifying recurring issues, and driving issues to resolution.
Aptitude for working with technology and troubleshooting technical problems.
Exceptional initiative, organizational, and execution abilities.
Impeccable attention to detail.
Exceptional verbal and written communication skills.
Excellent problem-solving and decision-making skills.
Comfort with providing evidentiary support in documentation.

Nice To Haves

Associate or bachelor’s degree in computer science, information technology, or a related field.
Familiarity working with military or law enforcement officials.
Familiarity with JIRA or JIRA Service Management, Teams, and AWS Connect.

Responsibilities

Provide technical assistance and troubleshooting for computer systems, software, hardware, kiosks, and related technologies.
Monitor, prioritize, and respond to IT helpdesk requests according to established workflows and service level expectations.
Document troubleshooting steps, communications, and resolutions in the ticketing system.
Escalate complex or out-of-scope issues to internal teams or third-party vendors, track progress, and follow through to resolution.
Coordinate with onsite technicians and dispatch technical resources as needed.
Partner with the Customer Support team to triage escalations and provide documentation for Tier II support when required.
Monitor system alerts and proactively report or address technical issues.
Maintain knowledge of HomeWAV systems, features, and best practices; contribute to internal documentation and process improvement.
Perform additional duties as assigned to meet organizational needs.

Benefits

Medical, dental, and vision coverage, plus supplemental critical illness and accident insurance.
Maternity, paternity, and parental leave.
401(k) plan with company contribution.
Life insurance and disability coverage.
PTO and paid holidays.
Work-life balance initiatives.
Training and career development opportunities.
Company events and team celebrations.
Employee merchandise discounts.
Discounted gym memberships.