Technical Support Agent

We are looking for a technically minded, patient, and customer-focused professional to join our remote technical support team in Mexico and Colombia. In this role, you will be the direct point of contact for residents who need help with their smart home devices, supporting them through inbound calls and emails to get their technology working the way it should. The company you will be supporting works with leasing companies across the US to provide and maintain smart home technology solutions in residential properties. Their focus is on building lasting relationships with clients by making sure residents are well looked after long after they move in. If you enjoy solving technical problems, explaining things clearly, and giving people a genuinely helpful experience, this role is a great fit. This is a fully remote, full-time position based in Mexico and Colombia . Training runs for 4 to 5 weeks and includes both video modules and hands-on time with the actual devices you will be supporting, so you will feel confident and well-prepared before going live. Please note: You must meet the hardware requirements before your start date. Candidates who do not meet these requirements will not be able to move forward in the process. What You Will Do Handle inbound technical support calls and emails from residents experiencing issues with their smart home devices Troubleshoot common problems such as Wi-Fi connectivity issues, device pairing failures, and general setup questions Walk residents through solutions clearly and calmly, adjusting your explanations to their level of comfort with technology Log and manage all interactions accurately in CRM software Handle both voice and email support channels, managing multiple tasks at the same time Stay up to date with product changes and adapt to an evolving support environment Schedule and Compensation $5.50 USD per hour Paid weekly Mon to Fri, 8:30 AM – 6:30 PM MST Training duration: 4 to 5 weeks (paid) Technical Requirements (Essential) To be considered, candidates must meet all technical requirements below: Windows 11 PC (Mac not supported) 16 GB RAM Dual monitors Webcam Fibre internet with a wired connection Backup power solution Microsoft Teams / Office 365 Applications that do not meet the minimum technical requirements may not move forward in the process. Hiring Process To ensure fairness and consistency, all applicants must complete every stage of the hiring process. Our process includes: Resume and Prescreen Questionnaire Review One-Way Video Interview Live Interview Final Interview Please note: This is an English-speaking role that requires strong written and verbal English communication skills. All resumes/CVs must be submitted in English to be considered for the position. What We Are Looking For Strong verbal and written communication skills in English At least 1 year of customer service experience, ideally in a role that handled both calls and emails A genuine interest in technology and the confidence to troubleshoot device and connectivity issues Good physical dexterity for working with smart home hardware during the hands-on training period Experience with CRM software and solid general computer skills A patient, methodical approach to problem-solving with the customer always in mind The ability to manage your time and stay focused in a fast-paced remote environment Comfort with basic financial and leasing terminology, as you will be working in a property management context Currently residing in Mexico or Colombia