Technical Product Support Specialist

Technical Product Support Specialist

Location: North Houston, (Beltway 8/45n area) Schedule: Monday – Friday | 7:00 AM – 4:00 PM (flexible start/end times; 8-hour workday required) Pay: $23–$24 per hour

We are seeking a Technical Product Support Specialist to join a growing Customer Success team in Houston. This role focuses on providing exceptional customer service while troubleshooting and supporting hardware-based products, including lock systems. The ideal candidate enjoys helping customers, solving technical problems, and delivering a high-quality support experience. In this position, you will work directly with customers to troubleshoot product issues, document support requests, and ensure users have a seamless experience with the products. This is a fast-paced, collaborative environment where strong communication skills, technical curiosity, and attention to detail are key to success.

Key Responsibilities

• Develop a strong working knowledge of company products and systems (training provided).
• Troubleshoot and resolve customer issues related to hardware products and lock systems.
• Provide technical support through phone, email, and video communication.
• Document customer inquiries, technical issues, and resolutions within the CRM system.
• Use tools such as Salesforce to track and manage support requests.
• Work with customers to fully understand issues and identify effective solutions.
• Identify trends in customer inquiries and provide feedback to help improve products and processes.
• Deliver outstanding customer service and ensure customers feel supported and valued.
• Collaborate with internal teams when issues require escalation or additional technical support.
• Maintain accurate records and documentation of support activities.

Qualifications

• 2+ years of experience in a Product Support, Technical Support, or Customer Service role.
• Experience troubleshooting hardware products or technical devices.
• Familiarity with Salesforce or other CRM systems is strongly preferred.
• Strong problem-solving, analytical, and critical thinking skills.
• Excellent written and verbal communication skills.
• Strong organizational and time management abilities with the ability to prioritize tasks.
• Ability to work both independently and collaboratively within a team environment.
• Proficiency in Microsoft Office Suite and other common business software.
• Ability to maintain confidentiality and handle sensitive information professionally.
• Passion for helping customers and turning challenging situations into positive outcomes.

Benefits

• This full-time position offers a competitive compensation and benefits package, including:
• Medical insurance
• Wellness program covering dental, vision, and additional wellness expenses
• 401(k) with 4% company match
• Free life and long-term disability insurance
• Paid holidays
• Paid time off (PTO)

If you enjoy helping customers, solving technical problems, and working in a collaborative, customer-focused environment, we encourage you to apply. HOUNW35