Remote Service Support Specialist at Daisy Co - Corporate

United States

$96k - $120k

<div class="benefits"> <div><strong>Benefits:</strong></div> <ul> <li>401(k)</li> <li>Competitive salary</li> <li>Dental insurance</li> <li>Health insurance</li> <li>Paid time off</li> <li>Parental leave</li> <li>Training & development</li> <li>Vision insurance</li> </ul> </div> <div class="trix-content"> <div> <strong><br>About Daisy</strong> </div><div>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. <br><br> </div><div> <strong><br>Position Summary</strong> </div><div>The Service Support Specialist is the first voice clients reach when something is not working in their smart space, and the person who owns what happens next. Working remotely as part of the Daisy Call Center team, you diagnose and resolve audio-visual, networking, control, lighting, and surveillance issues remotely, and when an issue cannot be closed over the phone you coordinate the full path to resolution: work order creation and assignment, scheduling, technician briefing, parts and repair tracking, client confirmation, and closeout. <br><br> </div><div>This is a combined technical and coordination role. Roughly half the day is live client and technician support; the other half is disciplined case ownership in Dynamics, ensuring nothing sits idle and no branch technician arrives onsite without full context. You partner closely with branch service, sales, and trade partners to keep client systems running seamlessly. <br><br> </div><div> <strong><br>Key Responsibilities</strong> <br><br> </div><div> <strong><br>Remote technical support</strong> </div><ul> <li> <strong>Client troubleshooting: </strong>Diagnose and resolve client issues across AV, networking, control, lighting, and surveillance platforms using remote management tools. </li> <li> <strong>Technician support: </strong>Provide expert remote support to Daisy Technicians while they are in the field. </li> <li> <strong>Escalation point: </strong>Act as the escalation point for advanced troubleshooting before a truck roll is committed, including remote reboots and system resets across multiple software platforms. </li> <li> <strong>Proactive monitoring: </strong>Use remote monitoring and web resource tools to identify client needs from active alerts, system health, and service history before the client calls. </li> </ul><div> <strong><br>Case and service coordination</strong> <br><br> </div><ul> <li> <strong>Case ownership: </strong>Open a case in Dynamics for every material interaction and either resolve and close it, or assign it to a branch with full context. </li> <li> <strong>Work orders and scheduling: </strong>When a truck roll is required, create the work order, schedule the booking against branch capacity, and confirm date, access, and point of contact with the client. </li> <li> <strong>Technician handoff: </strong>Brief the assigned technician with accurate notes on the issue, what has already been ruled out, and what is required onsite. </li> <li> <strong>Queue discipline: </strong>Actively manage case status and aging so every client is responded to promptly and no case stalls; drive each case through to a clean closeout. </li> <li> <strong>Onsite follow-up: </strong>Recap service visits before and after dispatch, confirm with the client that the issue is resolved, and schedule return visits where needed. </li> <li> <strong>Repairs and RMAs: </strong>Track equipment repairs and replacements, then schedule reinstallation and update the case with current status. </li> <li> <strong>Approvals and billing: </strong>Capture client approval for product and labor, collect payment over the phone using Daisy payment links, and review completed service orders for the accounting team. </li> </ul><div> <strong><br>Client and commercial</strong> </div><ul> <li> <strong>Client engagement: </strong>Build trust on every call, with a calm and clear phone presence that de-escalates difficult situations. </li> <li> <strong>DaisyCare and membership: </strong>Enroll clients in ongoing support programs and explain the value clearly. </li> <li> <strong>Lead handling: </strong>Pre-qualify leads against the documented lead-management process and route them to the appropriate branch sales contact. </li> <li> <strong>Contracts and upgrades: </strong>Recognize service-agreement and upgrade opportunities and transfer them to the sales team. </li> <li> <strong>Client records: </strong>Keep contacts, access details, credentials, and VIP client information accurate and current in Dynamics. </li> </ul><div> <strong><br>Documentation and improvement</strong> <br><br> </div><ul> <li> <strong>Documentation: </strong>Capture clear, accurate notes on every case so the next person picking it up loses no context. </li> <li> <strong>Continuous improvement: </strong>Surface gaps in process, systems, and training, and help refine call-center and service-coordination processes as the function scales. </li> </ul><div> <strong><br>Systems You Will Support</strong> </div><div>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. <br><br> </div><ul> <li> <strong>Control and automation: </strong>Control4, Savant, Crestron, URC, Josh.ai, Elan </li> <li> <strong>Networking: </strong>routing, switching, and Wi-Fi on Araknis, Ubiquiti, eero, Fortinet, Cisco, or Ruckus </li> <li> <strong>Audio-video distribution: </strong>matrix switching, HDMI and fiber extenders, video over IP, and IR, RS-232, and IP control </li> <li>Lighting and shades, and IP surveillance platforms </li> <li> <strong>Daisy business systems: </strong>Dynamics 365, RingCentral, Beetexting, and Daisy payment links </li> </ul><div> <strong><br>Qualifications</strong> </div><ul> <li>High school diploma or equivalent required; bachelor’s degree a plus. </li> <li>3 to 5 years in AV, networking, or technology integration, with meaningful time spent troubleshooting remotely or by phone. </li> <li>Experience in a client-service environment serving high-end clientele; call center experience strongly preferred. </li> <li>Working knowledge of at least one major control platform (Control4, Savant, Crestron, URC, Josh.ai, or Elan); Control4 Certification preferred. </li> <li>Solid networking fundamentals across routing, switching, and Wi-Fi. </li> <li>Demonstrated experience owning a service queue, including scheduling, dispatch coordination, and follow-through to closure. </li> <li>Comfort with CRM-based case management (Dynamics 365 a plus) and telephony and messaging tools (RingCentral, Beetexting). </li> <li>Professional phone etiquette, strong written communication, and the ability to run several communication channels at once. </li> </ul><div> <strong><br>Preferred Attributes</strong> <br><br> </div><ul> <li>Strong accountability and ownership; closes the loop without being chased. </li> <li>Client-centric and innovative mindset in every client interaction. </li> <li>Effective proactive problem-solving; comfortable working through ambiguity over the phone. </li> <li>Attention to detail, strong organizational skills, and the ability to juggle multiple urgent requests against tight timelines. </li> <li>Disciplined use of CRM systems and aptitude for working across multiple software platforms. </li> <li>Collaborative across branch and central teams; an over-communicator by instinct. </li> <li>Commitment to continuous learning and adaptability to new technologies. </li> </ul><div> <strong><br>Remote Work Requirements</strong> </div><ul> <li>Reliable high-speed internet (minimum 100 Mbps down / 20 Mbps up recommended) and a quiet, dedicated workspace. </li> <li>Ability to work scheduled shifts within Daisy Call Center hours, including rotating coverage as the function scales. </li> <li>Daisy provides the computer, headset, and required software. </li> </ul><div> <strong><br>Compensation & Benefits</strong> </div><ul> <li>Competitive compensation based on experience. </li> <li>Health insurance (medical, vision, dental). </li> <li>401(k) retirement plan. </li> <li>Paid vacation and sick leave. </li> <li>Opportunities for professional growth and industry certification, including manufacturer training pathways. </li> </ul><div> <strong><br>Work Environment</strong> <br><br> </div><div>Fully remote role. <br><br> </div><div>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. <br><br> </div><div>Daisy 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, veteran status, or any other protected characteristic.</div> </div> <p>This is a remote position.</p>