Technical Support Representative (Hybrid Role)

Technical Support Representative is a Tier 1 hybrid role in Asheville, NC, providing first-line troubleshooting and support for Security Camera Warehouse (SCW) products.

Responsibilities

• Handle and resolve customer requests through phone, live chat, and email with clear guidance on SCW products
• Support customers with installation, setup, and configuration of IP camera systems
• Diagnose and resolve technical issues in real time
• Provide proactive assistance to customers across support channels
• Follow up on open cases while maintaining customer satisfaction
• Coordinate with other teams, including Sales and Shipping, by addressing technical questions, generating quotes, processing orders, and fulfilling requests as needed
• Manage RMA requests by assisting customers with initiating and completing returns, refunds, repairs, and exchanges
• Document every customer interaction accurately in the CRM, including issue details, solutions provided, and follow-up actions
• Help build and maintain internal knowledge bases and training materials
• Test new products and provide feedback on performance, usability, and potential issues
• Test new software and firmware updates to confirm they meet company standards and avoid significant bugs
• Support light QA by identifying, documenting, and reporting bugs and issues
• Conduct customer training sessions covering product usage, troubleshooting, and best practices
• Develop and deliver educational materials to improve customer understanding
• Spot recurring issues and recommend improvements to processes or documentation
• Participate in ongoing testing projects for new products or features and share feedback to improve the customer experience
• Maintain SCW values in daily work and interactions: Love the Team, Love the Customer, Be Here in 200 Years

Requirements

• Live within a reasonable commute to Asheville, NC; attend the office 1 to 2 days per week
• Reliable, adequate internet for hybrid work, including stable video and conference calling without frequent interruption or lag
• High School diploma or equivalent; additional education in Networking, IT, or a related field is preferred
• At least 1 year of experience in technical support, help desk, or networking
• Strong sense of urgency and problem-solving skills
• Excellent typing and communication skills (verbal and written)
• Working knowledge of Google Workspace (Docs, Sheets, Gmail)
• Ability to handle conflict with professionalism and composure
• Quick learner who can absorb on-the-job training effectively
• Familiarity with CRM systems
• Adaptable and open to learning new technologies and processes

Technologies

• Google Workspace (Docs, Sheets, Gmail)
• CRM system

Benefits

• Medical health insurance
• Dental & vision insurance
• 401k with company match after 1 year of employment
• Debt repayment assistance program
• First time homeownership assistance program
• 3 weeks (120 hours) of PTO per year
• 1 week (40 hours) of sick leave per year
• Flexible scheduling
• Paid parental leave & bereavement leave
• Discounted product pricing for employees
• Career growth opportunities
• Work-life balance
• Semi-annual operations bonus
• Health insurance
• Health savings account
• Paid time off
• Vision insurance
• Dental insurance
• Employee discount
• 401(k)
• 401(k) matching

Hours

• Full-time, 40 hours per week, Monday to Friday
• Scheduled between 9:00 am and 7:00 pm
• Flexibility may be required to cover shifts or address urgent customer needs

Work Environment

• Primarily desk-based work with significant time spent typing, using phone/chat, and managing customer requests
• Some travel may be required for events or trade shows
• Ability to sit for extended periods with frequent typing and phone use

Job Classification

• Full-Time & Non-Exempt

Pay & Work Location

• Pay: From $23.50 per hour
• Salary: USD 23 per hourly
• Work location: Hybrid remote in Asheville, NC 28806

Direct Reports

• None

Application Instructions

• Submit a current resume
• If you want to stand out, include a thoughtful cover letter outlining relevant experience and why you are a fit for the position

Application Question

• Briefly tell us why you are interested in the position and what makes you a great fit (or submit a cover letter to stand out)