• You will serve as the front line for our customers to deescalate and solve technical issues the customer will call in for. • Have a strong background in using OVRC remote management. • Have an advanced understanding installations to be able to walk customers through how to resolve issues. This includes areas such as: • ISP modems • Network topology • Video Distribution • Multiroom audio, wired and wireless solutions • Home theater configurations. • TV, Media players, cable boxes, etc. • Surveillance • Thermostat integration and troubleshooting • Power management • Smart Lighting; centralized and wireless • This team is comprised of shifts to cover 24/7/365. You will need to have the ability to accommodate business needs. • Strong communication skills: The ability to clearly document all steps taken in the interaction. This includes providing theories as to why an issue occurred or how to resolve the issue if a site visit is needed. • Participate in beta testing of new products and solutions, providing actionable feedback to product teams.