Technical Customer Service Representative
13 days ago
Irving
Job Description At Orion180, we don’t just stand out for what we do - we shine because of how we do it. By integrating cutting-edge proprietary technology, innovative solutions, and compassion for serving our customers, we are redefining the insurance experience. Our vision is to be the global premier provider of insurance solutions. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products. Orion180 is proud to call two vibrant cities home. Our headquarters on Florida’s stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami. Our Dallas, Texas location places us in a dynamic center of culture, business, and entertainment, keeping us deeply connected to innovation and growth. Join our team as a Technical Customer Service Representative and become a key player in bridging the gap between technology and customer experience. This role supports Orion180’s proprietary technology platforms, including PryzmIQ, our self-guided home inspection app, and our Automatic Water Valve Turn Off System (AWTOS), while delivering outstanding, white-glove customer experience. You will guide customers through product setup, troubleshoot technical issues, review property inspection data, and ensure accuracy and compliance across all touchpoints. This is a dynamic and fast-paced position where technical aptitude and customer focus go hand-in-hand. WHAT YOU’LL DO: Property Review & Inspection • Conduct digital quality assurance for self-home inspections: review photos, validate accuracy, and document anomalies., • Perform guided home inspections virtually or over the phone, walking customers step-by-step through the process., • Assist homeowners and contractors with installation, setup, and usage of PryzmIQ and AWTOS., • Walk users through connecting to WiFi, mobile apps, and sensors, ensuring proper function and data transmission., • Troubleshoot technical issues (connectivity, alerts, device pairing) and deliver easy-to-follow solutions., • Make proactive outreach calls to encourage product adoption and ensure customer satisfaction., • Communicate professionally via phone, email, and text to address inquiries and follow up on inspections, • Document calls, findings, and resolutions to support product improvement., • Stay up to date on new products, product enhancements, new features, and installation best practices. WHAT WE’RE LOOKING FOR: Education: High School Diploma or GED required; bachelor's degree preferred. Experience: • Minimum 1 year of experience in a technical support call center, help desk, or field service environment., • Experience troubleshooting mobile devices, WiFi connectivity, or IoT/smart home systems., • Excellent written and verbal communication skills., • Strong problem-solving ability and technical aptitude., • Ability to multitask and adapt in a fast-paced environment., • Customer-first mindset and ability to deliver empathetic, high-quality service., • A proactive, self-driven approach to learning and continuous improvement., • Flexibility to work varying shifts onsite to accommodate multiple time zones. WHAT’S IN IT FOR YOU: • Dynamic Environment: On-site role with a collaborative, results-driven culture., • Competitive Pay & Benefits: $21.64/hour, medical, dental, vision, 401k, PTO, and paid holidays., • Career Growth: Training, mentorship, and advancement opportunities into tech support, product specialist, or team lead roles., • Professional Development: Exposure to innovative technology and opportunities to contribute to product improvements. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact Human Resources. While performing general duties for this position, the employee is regularly required to sit, stand and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, comprehending, and reading, being able to lift light objects (<25lbs), and using standard office equipment such as computers, printers, and phones. In addition, there is an occasional need to bend, twist or squat down to open/close cabinets, and reach for files or other standard office-type objects. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact Human Resources. Orion180 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.