Service Support Specialist

Daisy & Co.

Remote Service Support Specialist troubleshooting smart home and office AV, networking, control, lighting, and surveillance systems for Daisy. Coordinating technicians, work orders, client cases, repairs, payments, and service resolution.

Posted 8/5/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $96,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in diagnosing and resolving client issues across audio-visual, networking, and control platforms while providing exceptional remote support. Proficient in managing service queues, utilizing CRM tools, and maintaining strong client relationships.

Highest-signal resume keywords

Remote Troubleshooting ExperienceControl Platform KnowledgeCRM Case ManagementClient Service ExpertiseNetworking Fundamentals

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Audio-Visual IntegrationNetworking FundamentalsControl4SavantCrestronURCJosh.aiElanService Queue ManagementRemote Management Tools

Soft Skills

Professional Phone EtiquetteStrong Written CommunicationClient Relationship BuildingDe-Escalation SkillsMulti-Channel Communication Management

Tools & Technologies

Dynamics 365RingCentralBeetextingRemote Monitoring ToolsWeb Resource Tools

Industry Keywords

Client-Service EnvironmentHigh-End ClienteleService CoordinationTroubleshootingCall Center Operations

Tech Stack

Tools & technologies

Switching

About the role

Key responsibilities & impact

Diagnose and resolve client issues across audio-visual, networking, control, lighting, and surveillance platforms using remote management tools
Provide expert remote support to Daisy Technicians in the field
Escalate advanced troubleshooting issues before a truck roll is committed, including remote reboots and system resets
Use remote monitoring and web resource tools to identify client needs proactively
Open and manage a Dynamics case for every material interaction, resolving and closing it or assigning it to a branch with full context
Create work orders, schedule bookings against branch capacity, and confirm service details with clients
Brief assigned technicians with accurate issue notes and onsite requirements
Manage case status and aging to ensure prompt responses and clean closeout
Recap service visits, confirm resolution with clients, and schedule return visits when needed
Track equipment repairs and replacements, schedule reinstallations, and update case status
Capture client approval, collect payment by phone using Daisy payment links, and review completed service orders for accounting
Build trust with clients and de-escalate difficult situations by phone
Enroll clients in DaisyCare and explain ongoing support programs
Pre-qualify leads and route them to appropriate branch sales contacts
Identify service-agreement and upgrade opportunities and transfer them to sales
Maintain accurate client contacts, access details, credentials, and VIP information in Dynamics
Document every case clearly and accurately
Identify process, systems, and training gaps and help improve call-center and service-coordination processes
Collaborate with branch service, sales, and trade partners to keep client systems running seamlessly

Requirements

What you’ll need

High school diploma or equivalent required
3 to 5 years in AV, networking, or technology integration, including meaningful remote or phone troubleshooting experience
Experience in a client-service environment serving high-end clientele
Working knowledge of at least one major control platform: Control4, Savant, Crestron, URC, Josh.ai, or Elan
Solid networking fundamentals across routing, switching, and Wi-Fi
Experience owning a service queue, including scheduling, dispatch coordination, and follow-through to closure
Comfort with CRM-based case management; Dynamics 365 is a plus
Familiarity with telephony and messaging tools such as RingCentral and Beetexting
Professional phone etiquette and strong written communication
Ability to manage several communication channels simultaneously
Reliable high-speed internet; minimum 100 Mbps down / 20 Mbps up recommended
Quiet, dedicated workspace
Ability to work scheduled shifts within Daisy Call Center hours, including rotating coverage as the function scales
Ability to learn and support multiple control, networking, audio-video, lighting, surveillance, CRM, telephony, messaging, and payment platforms

Benefits

Comp & perks

401(k)
Competitive salary
Dental insurance
Health insurance
Paid time off
Parental leave
Training & development
Vision insurance
Paid vacation and sick leave
Opportunities for professional growth and industry certification, including manufacturer training pathways
Daisy provides the computer, headset, and required software
Referral Bonus for bringing in other team members
Relocation Packages (as applicable) at Hiring
Certified Training programs – CEDIA and various manufacturer training, along with mentorship from Senior Technicians, branch and company leadership
Career pathways to mastery, leadership, and even Daisy ownership
Rotational assignments in different locations and options to relocate to Daisies nationwide