Technical Support Representative I (Remote)

About the role

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.

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
• Ability 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
• Ability to work a flexible schedule, including evenings, weekends, and holidays as needed
• Private workspace and strong internet connection with wired connectivity capability

Qualifications

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

Pay

$19.00 - $21.00/hr. This may vary depending on experience and other factors.

Benefits

• Tuition reimbursement
• 3 weeks paid vacation your first year
• Paid holidays
• Medical, vision, and dental coverage
• Pet insurance
• Life insurance
• 401K contributions