Technical Support Agent – Smart Home Technology

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Respond to incoming technical support inquiries via calls and emails from residents facing challenges with their smart home devices.

• Diagnose typical issues such as Wi-Fi connectivity problems, device pairing errors, and general setup inquiries.

• Guide residents through solutions in a clear and composed manner, tailoring your explanations to their familiarity with technology.

• Accurately log and manage all interactions within CRM software.

• Provide support through both voice and email channels while juggling multiple tasks simultaneously.

• Remain informed about product updates and adapt to a changing support landscape.

⛳️ Requirements

• Excellent verbal and written communication skills in English.

• Minimum of 1 year of customer service experience, preferably in a position involving both calls and emails.

• A genuine passion for technology and the ability to troubleshoot device and connectivity challenges confidently.

• Good physical dexterity for handling smart home hardware during the hands-on training phase.

• Familiarity with CRM software and strong general computer skills.

• A patient and systematic approach to problem-solving, always prioritizing the customer’s needs.

• Capability to manage time effectively and maintain focus in a fast-paced remote work setting.

• Comfort with basic financial and leasing terminology, as responsibilities will involve property management contexts.

• Windows 11 PC (Mac systems are not supported).

• 16 GB RAM.

• Dual monitors.

• Webcam.

• Fibre internet with a wired connection.

• Backup power solution.

• Microsoft Teams / Office 365.

🏝️ Benefits

• Comprehensive training and ongoing support.

• Flexible remote working options.

• Opportunity to work with innovative technology in the smart home industry.

• A collaborative and inclusive team environment.