Technical Support Representative

This is an on site position in Carrollton, TX HomePro is seeking a knowledgeable and customer-focused Technical Support Representative to provide advanced support for our residential smart home and security solutions. This role is ideal for someone with hands-on experience in home automation, alarm systems, and integrated technologies. Key Responsibilities Act as the primary technical resource for internal teams and HomePro clients through inbound and outbound call, email, and SMS support. Manage escalated support cases involving HomePro-installed systems such as security panels, surveillance cameras, smart thermostats, lighting controls, door locks, and sensors. Diagnose and resolve connectivity issues across Z-Wave and Wi-Fi-enabled devices. Monitor and address connectivity concerns reported by service vendors and monitoring partners. Guide customers through mobile app setup, remote access configuration, and system synchronization. Partner with field technicians to troubleshoot installation challenges and ensure optimal system performance. Log all support interactions in the Odoo CRM system and elevate unresolved issues to Tier 3 or engineering partner teams. Support internal knowledge sharing by contributing to documentation and assisting in the training of Tier 1 representatives. Skills and Qualifications 2–4 years of technical support experience, preferably in smart home or residential security systems. Familiarity with platforms such as Alarm.com, Control4, Honeywell and Clare. Strong understanding of networking fundamentals and home automation protocols. Excellent communication and customer service skills, verbal and written. Strong problem-solving skills and technical acumen. Experience with CRM / ticketing systems is beneficial. Ability to work effectively within a team as well as independently. Customer-focused with a passion for delivering quality service. Educational and Experience Requirements High school diploma or GED required; additional technical certifications are advantageous. Minimum of 1-year experience in a similar support role is preferred. Familiarity with CRM software and ticketing systems is beneficial. Benefits and Compensation Competitive salary with opportunities for advancement. Comprehensive benefits package including medical, dental, and vision coverage. 401(k) plan with company match. Generous paid time off and company-recognized holidays. Access to on-site gym facilities and other employee wellness programs. Discounts on company products and services. Job Type: Full-time Company Website: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. TX DPS: B09309 - Fire License: ACR-1757869 M#228511 - Electrical: TECL#32568 #J-18808-Ljbffr