Remote Technical Support Agent | Smart Home Technology

About the position We are looking for a technically minded, patient, and customer-focused professional to join our remote technical support team in Mexico. In this role, you will be the direct point of contact for residents who need help with their smart home devices, supporting them through inbound calls and emails to get their technology working the way it should. The company you will be supporting works with leasing companies across the US to provide and maintain smart home technology solutions in residential properties. Their focus is on building lasting relationships with clients by making sure residents are well looked after long after they move in. If you enjoy solving technical problems, explaining things clearly, and giving people a genuinely helpful experience, this role is a great fit. This is a fully remote, full-time position based in Mexico. Training runs for 4 to 5 weeks and includes both video modules and hands-on time with the actual devices you will be supporting, so you will feel confident and well-prepared before going live. Please note: You must meet the hardware requirements before your start date. Candidates who do not meet these requirements will not be able to move forward in the process.

Responsibilities

• 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

• 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
• Windows 11 PC (Mac not supported)
• 16 GB RAM
• Dual monitors
• Webcam
• Fibre internet with a wired connection
• Backup power solution
• Microsoft Teams / Office 365

Benefits

• Paid weekly
• Paid training duration: 4 to 5 weeks