Technical Support Representative I (Remote), 12-Week Temp

About the role

HME is seeking a Technical Support Representative for a temporary, 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.

Responsibilities

• Provide inbound technical support to customers via phone, chat, or email
• Provide operation, troubleshooting, maintenance, and installation support
• Promote and maintain positive customer relations
• Follow established call flows, authentication steps, and escalation procedures
• Instruct installers and customers in equipment installation, operation, and maintenance of equipment and their responsibilities
• Use internal knowledge bases and tools to resolve issues efficiently
• Maintain professionalism, empathy, and a calm demeanor during all interactions
• Dispatch installers to perform onsite service to customers with problems beyond the scope of telephone troubleshooting
• Prepare and accurately document all customer interactions in the database
• Identify and make recommendations for product improvement
• Provide feedback for improvements of our knowledge base
• Escalate unresolved or complex issues to appropriate teams
• Meet or exceed performance metrics including quality, productivity, and attendance

Requirements

• Minimum 1 year customer service experience; technical support or call center experience preferred
• Strong troubleshooting and problem-solving skills
• Able to multitask across systems while assisting customers in real time
• Professional, empathetic customer service approach
• Basic to intermediate computer skills, including OS navigation, browsers, email, and hardware basics
• Able to work a flexible schedule, including evenings, weekends, and holidays as needed

Qualifications

• Private workspace and strong internet connection with wired connectivity capability

Skills

• Experience in a remote call center environment
• Experience supporting drive-thru products or customers
• Familiarity with D365 or AX

Benefits

This posting does not guarantee employment for any specific period. There may be an opportunity to transition into a regular role, but it is not guaranteed. Any conversion decision will be based on business needs, performance, attendance, and other factors.

Pay

The pay 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.

Schedule

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.