Technical Support Representative I (Remote)

HME has been creating innovative products for the drive-thru and pro-audio industries since 1971. From the very beginning, we've known these solutions would never have happened without the customer-focused people who make up our company. HME has a team environment with a culture of collaboration, learning, and growth. With subsidiaries located in California, Missouri, Canada, UK, India, and China, companies around the world depend on HME for clear, reliable communication solutions. From setting the standard for drive-thru headsets and timer systems in the quick service restaurant industry to developing professional audio equipment used in the Olympic Games, HME strives to create the newest, most innovative products on the market while providing quality care and attention to its customers. Come join our team!

HME is seeking a Technical Support Representative for a fully remote position on our call center team. This role provides customer support via phone, chat, and email and is scheduled for a 40‑hour work week, with shifts assigned based on business needs. The call center operates Monday through Friday from 5:00 AM to 7:00 PM PT and Saturday through Sunday from 7:00 AM to 3:30 PM PT, including evenings and weekends as required. Candidates must reside in Arizona, Florida, Texas, Missouri, or California. Relocation assistance is not available.

What you will do in the position:

• Provide inbound technical support to customers via phone, chat, or email
• Provide operation, troubleshooting, maintenance, and installation support
• Promote and maintain positive customer relations
• Follow established call flows, authentication steps, and escalation procedures
• Instruct installers and customers in equipment installation, operation, and maintenance of equipment and their responsibilities
• Use internal knowledge bases and tools to resolve issues efficiently
• Maintain professionalism, empathy, and a calm demeanor during all interactions
• Dispatch installers to perform onsite service to customers with problems beyond the scope of telephone troubleshooting
• Prepare and accurately document all customer interactions in the database
• Identify and make recommendations for product improvement
• Provide feedback for improvements of our knowledge base
• Escalate unresolved or complex issues to appropriate teams
• Meet or exceed performance metrics including quality, productivity, and attendance

What we are looking for:

Required qualifications

• Minimum 1 year customer service experience; technical support or call center experience preferred
• Strong troubleshooting and problem-solving skills
• Ability to multitask across systems while assisting customers in real time
• Professional, empathetic customer service approach
• Basic to intermediate computer skills, including OS navigation, browsers, email, and hardware basics
• Ability to work a flexible schedule, including evenings, weekends, and holidays as needed
• Private workspace and strong internet connection with wired connectivity capability

Preferred qualifications

• Experience in a remote call center environment
• Experience supporting drive-thru products or customers
• Familiarity with D365 or AX

Pay Rate is $19.00 - $21.00/hr. and this is the pay range we reasonably expect to pay for the role. This may vary depending on experience and other factors. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision, and dental coverage, pet insurance, life insurance, and 401K contributions.

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job regularly requires lifting and moving up to 10 pounds.