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

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

Technical Support Agent, Smart Home Technology

Key skills