Technical Support Representative I

Temporary, fully remote Technical Support Representative I position on HME Hospitality and Specialty Communications' call center team in Carlsbad, CA, offering $19-$21 per hour, a 40-hour week, and shifts that include evenings and weekends, with potential to transition to a regular role.

Responsibilities

• Deliver inbound technical assistance to customers through phone, chat, or email channels
• Assist with operation guidance, troubleshooting, maintenance, and installation support
• Foster and maintain positive customer relationships
• Adhere to defined call flows, verification steps, and escalation paths
• Educate installers and customers on equipment installation, operation, and ongoing maintenance, including responsibilities
• Leverage internal knowledge bases and tools to resolve issues promptly
• Maintain professionalism, empathy, and composure in every interaction
• Coordinate onsite installer dispatch for problems beyond telephone troubleshooting
• Document all customer interactions accurately in the case management system
• Identify opportunities for product improvements and make recommendations
• Contribute feedback to enhance the knowledge base
• Escalate unresolved or complex issues to the appropriate teams
• Meet or exceed performance metrics, including quality, productivity, and attendance

Requirements

• At least 1 year of customer service experience; technical support or call center background is preferred
• Strong troubleshooting and problem-solving abilities
• Ability to multitask across multiple systems while assisting customers in real time
• Professional, empathetic customer service demeanor
• Basic to intermediate computer skills, including OS navigation, web browsers, email, and basic hardware knowledge
• Flexible schedule availability, including evenings, weekends, and holidays as required
• Private workspace and reliable internet connection with wired capability

Technologies

• D365
• AX