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Technical Support Agent – Smart Home Technology
Resolv GlobalTechnical Support Agent assisting residents in Mexico and Colombia with their smart home technology. Handling support through calls and emails while troubleshooting various device issues.
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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
Benefits
Comp & perks- Training duration: 4 to 5 weeks (paid)
- Must meet hardware requirements before start date
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingWi-Fi connectivitydevice pairingsmart home devicescustomer serviceproblem-solvinggeneral computer skillsphysical dexterity
Soft Skills
verbal communicationwritten communicationpatiencemethodical approachtime managementfocusadaptability