Remote Service Support Specialist
$96,000–$120,000 year
RemoteUnited States
Job Summary
Diagnose and resolve audio-visual, networking, control, lighting, and surveillance issues remotely for clients and field technicians. Act as the escalation point for advanced troubleshooting, including remote reboots and system resets, before committing a truck roll. Manage full case ownership in Dynamics 365, from opening tickets and scheduling work orders to briefing technicians, tracking repairs, and capturing client approvals for billing. Proactively monitor system health and alerts to identify client needs before contact. Build trust during difficult calls, enroll clients in ongoing support programs, and route sales leads to the appropriate branch contacts.
Required Qualifications
- High school diploma or equivalent
- 3 to 5 years in AV, networking, or technology integration
- Meaningful time spent troubleshooting remotely or by phone
- 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
- Demonstrated experience owning a service queue, including scheduling, dispatch coordination, and follow-through to closure
- Professional phone etiquette
- Strong written communication
- Ability to run several communication channels at once
- 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
Desired Qualifications
- Bachelor's degree
- Call center experience
- Control4 Certification
- Comfort with CRM-based case management (Dynamics 365)
- Telephony and messaging tools (RingCentral, Beetexting)
- Strong accountability and ownership
- Client-centric and innovative mindset
- Effective proactive problem-solving
- Attention to detail
- Strong organizational skills
- Disciplined use of CRM systems
- Aptitude for working across multiple software platforms
- Collaborative across branch and central teams
- Commitment to continuous learning
- Adaptability to new technologies
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