Technical Support Representative
About The Position
HomeWAV is seeking a Technical Support Representative to provide high-quality technical support across our software, hardware, and platform solutions. This role supports agency systems, consumer applications, kiosks, and hardware technologies while ensuring timely issue resolution, strong service delivery, and exceptional customer experience for our County partners and end users. The ideal candidate is a hands-on problem solver who thrives in a fast-paced, collaborative environment and is comfortable serving as a technical subject matter expert. You will play a key role in troubleshooting, escalating, and resolving incidents while helping maintain system performance and service level agreements (SLAs).
Requirements
- 2+ years of experience in technical support, including troubleshooting systems, networks, or infrastructure.
- Proven ability to diagnose issues, identify patterns, and drive resolutions.
- Strong technical aptitude with experience in tools like JIRA (preferred) and familiarity with AWS Connect and Microsoft Teams.
- Highly organized, detail-oriented, and proactive with strong execution skills.
- Excellent communication and problem-solving abilities.
- Comfortable documenting work thoroughly and supporting detailed records.
Nice To Haves
- Experience working with military or law enforcement agencies is a plus.
Responsibilities
- Provide technical support and troubleshooting for computer systems, software, hardware, kiosks, and related technologies.
- Monitor, prioritize, and respond to IT helpdesk tickets in alignment with service level expectations.
- Document all troubleshooting steps, communication, and resolutions in the ticketing system to ensure accuracy and knowledge sharing.
- Escalate complex issues to internal teams or third-party vendors and track through resolution.
- Partner with Customer Support to triage escalations and support Tier II documentation needs.
- Monitor system alerts and proactively address or report technical issues.
- Maintain strong knowledge of HomeWAV systems and contribute to documentation and process improvements.
Benefits
- Medical, dental, vision, and supplemental insurance options
- Maternity, paternity, and parental leave
- 401(k) with company contribution
- PTO, paid holidays, and work‑life balance initiatives
- Training and career development opportunities
- Purpose-driven culture, team events, merchandise discounts, and gym membership discounts
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
