Technical Support Agent (Tier 1)

About the role

We are seeking enthusiastic Tier 1 Technical Support Agents to join our home‑security team. In this front‑line position you will assist customers by phone or chat, turning technical frustrations into quick, confident solutions.

Key responsibilities

• Provide first‑call resolution through phone and chat, ensuring a smooth customer experience.
• Diagnose and resolve issues related to devices, system connectivity, and smart‑home setups.
• Guide customers through installations, device configuration, and troubleshooting steps with clear instructions.
• Document cases, email responses, and updates with accurate, professional language.
• Collaborate with cross‑functional teams to share insights that improve tools and processes.
• Stay current on product releases, software updates, and emerging home‑security technologies.

Required profile

• High school diploma or equivalent (minimum 3 CXC passes).
• At least six months of customer‑service experience.
• Experience or strong interest in troubleshooting technical devices.
• Patience, empathy, and strong problem‑solving abilities.

Required skills

• Basic knowledge of smart‑home devices.
• Familiarity with mobile applications.
• Understanding of home Wi‑Fi networking and routing.
• Ability to explain technical steps in simple, clear language.