Remote Tech Support Consultant
Benefits: 401(k) Dental insurance Health insurance Paid time off Parental leave Training & development Vision insurance About Daisy Daisy is a national leader in smart space installation and services, dedicated to simplifying smart home and office technology. Our mission is to resolve technology challenges effectively, enhancing our clients' daily lives through innovative and personalized solutions. Position Summary The Remote Tech Support Consultant is the first technical voice clients reach when something is not working in their smart space. Working from home, you resolve audio-visual, networking, control, lighting, and surveillance issues over the phone using remote management tools. You own each case from the moment the call starts to the moment it is closed or properly handed off to a branch technician. You are part of the Daisy Call Center team and partner closely with branch service, sales, and trade partners to keep client systems running seamlessly.
Key Responsibilities
Remote troubleshooting for clients: Diagnose and resolve client issues across AV, networking, control, lighting, and surveillance platforms using remote management tools. Remote support for Daisy techs: Provide expert support for our internal Daisy Technicians when they are in the field. Case creation and management: Open a case in Dynamics for every material interaction and either resolve and close, or assign to a branch with full context. Client engagement: Build trust on every call. Work order and booking: When a truck roll is required, create the work order, schedule the booking against branch capacity, and confirm details with the client. Payment collection: Collect payment from clients over the phone using Daisy payment links. DaisyCare / membership enrollment: Sign clients up for ongoing support programs. Lead handling: Pre-qualify leads against the documented lead-management process and assign them to the appropriate branch sales contact. Documentation: Capture clear, accurate notes for every case so the next person picking it up loses no context. Continuous improvement: Surface gaps in processes, systems and training; help refine call-center processes as the function scales. Systems You Will Support You should be confident learning and supporting the platforms Daisy clients rely on. Deep expertise across every system is not required at hire, but a strong base in networking and at least one major control platform is essential.
Qualifications
High school diploma or equivalent. 3 to 5 years of experience in AV, networking, or technology integration, with 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); Control4 Certification preferred. Solid networking fundamentals across routing, switching, and Wi-Fi (Araknis, Ubiquiti, eero, Fortinet, Cisco, Ruckus, or similar). Comfort with CRM-based case management (Dynamics 365 a plus) and telephony / messaging tools (RingCentral, Beetexting). Remote Work Requirements Reliable high-speed internet (minimum 100 Mbps down / 20 Mbps up recommended) and a quiet, dedicated workspace. Ability to work scheduled shifts within Daisy Call Center hours. Daisy will provide the computer, headset, and required software. Preferred Attributes Strong accountability and ownership; closes the loop without being chased. Client-centric and innovative mindset when approaching client interactions. Strong client service orientation and a clear, calm phone presence that de-escalates tough situations with clients as needed. Effective proactive problem-solving; comfortable working through ambiguity over the phone. Commitment to continuous learning and adaptability to new technologies. Collaborative across branch and central teams. Good attention to detail and disciplined use of CRM systems. Compensation & Benefits Competitive salary based on experience. Health insurance (Medical, Vision, Dental). 401(k) retirement plan. Paid vacation and sick leave. Opportunities for professional growth and industry certification, including manufacturer training pathways.
Work Environment
Fully remote role. Daisy maintains a strict smoke, alcohol, and drug-free policy across all buildings, vehicles, job sites, and whenever representing the brand. The same expectation applies during scheduled remote work hours. This is a remote position.