Technical Support Representative

Technical Support RepresentativeHME has been creating innovative products for the drive-thru and pro-audio industries since 1971. From the very beginning, we've known these solutions would never have happened without the customer-focused people who make up our company. HME has a team environment with a culture of collaboration, learning, and growth. With subsidiaries located in California, Missouri, Canada, UK, India, and China, companies around the world depend on HME for clear, reliable communication solutions. From setting the standard for drive-thru headsets and timer systems in the quick service restaurant industry to developing professional audio equipment used in the Olympic Games, HME strives to create the newest, most innovative products on the market while providing quality care and attention to its customers. Come join our team!HME is seeking a Technical Support Representative for a fully remote position on our call center team. This role provides customer support via phone, chat, and email and is scheduled for a 40-hour work week, with shifts assigned based on business needs. The call center operates Monday through Friday from 5:00 AM to 7:00 PM PT and Saturday through Sunday from 7:00 AM to 3:30 PM PT, including evenings and weekends as required. Candidates must reside in Arizona, Florida, Texas, Missouri, or California. Relocation assistance is not available.What you will do in the position:Provide inbound technical support to customers via phone, chat, or emailProvide operation, troubleshooting, maintenance, and installation supportPromote and maintain positive customer relationsFollow established call flows, authentication steps, and escalation proceduresInstruct installers and customers in equipment installation, operation, and maintenance of equipment and their responsibilitiesUse internal knowledge bases and tools to resolve issues efficientlyMaintain professionalism, empathy, and a calm demeanor during all interactionsDispatch installers to perform onsite service to customers with problems beyond the scope of telephone troubleshootingPrepare and accurately document all customer interactions in the databaseIdentify and make recommendations for product improvementProvide feedback for improvements of our knowledge baseEscalate unresolved or complex issues to appropriate teamsMeet or exceed performance metrics including quality, productivity, and attendanceWhat we are looking for:Required qualificationsMinimum 1 year customer service experience; technical support or call center experience preferredStrong troubleshooting and problem-solving skillsAbility to multitask across systems while assisting customers in real timeProfessional, empathetic customer service approachBasic to intermediate computer skills, including OS navigation, browsers, email, and hardware basicsAbility to work a flexible schedule, including evenings, weekends, and holidays as neededPrivate workspace and strong internet connection with wired connectivity capabilityPreferred qualificationsExperience in a remote call center environmentExperience supporting drive-thru products or customersFamiliarity with D365 or AXPay Rate is $19.00 - $21.00/hr. and this is the pay range we reasonably expect to pay for the role. This may vary depending on experience and other factors. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision, and dental coverage, pet insurance, life insurance, and 401K contributions.The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job regularly requires lifting and moving up to 10 pounds.Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.