Technical Services Representative

Technical Services Representative

IPS Corporation is seeking a Technical Services Representative (TSR) to support end users, installers, and distributors with product needs related to Wi‑Fi connectivity, electrical product troubleshooting, and general technical inquiries. The ideal candidate is energized by solving complex problems, confident in their technical reasoning, and committed to protecting the safety and reliability of our customers' systems. Successful candidates will be those who take pride in delivering end-to-end solutions in multiple arenas.

Our TSRs are analytical, patient, and detail-driven. They investigate issues thoroughly and document root causes accurately. Tech Team reports to engineering and product development to drive continuous improvement. This role is critical in ensuring our connected products perform to specification while reducing customer effort and frustration.

Responsibilities:

• Provide white-glove technical support via phone, email, and live chat for Wi‑Fi smart home monitoring devices, including:
• Network security protocols
• Router table management
• Router/mobile app configuration
• Device setup across multiple operating systems
• Interpret backend system data and deliver clear, actionable insights to end users and distributor partners.
• Purchase order entry into JD Edwards E1 with high accuracy and attention to detail.
• Use data analysis to assess long-term system stability and identify emerging product issues.
• Follow technical manuals, documentation, and written work instructions.
• Work directly with distributors, business owners, installers, and homeowners.
• Process warranty claims and replacement orders in the company ERP system (JDE E1).
• Maintain compliance with communication standards, policies, and customer privacy requirements.
• Demonstrate a "go-the-extra-mile" mindset in a high-pressure, high-sales environment where customer peace of mind is paramount.

Skills:

• Strong multitasking, prioritization, and time-management abilities.
• Proven experience in technical support, technical customer service, or technical sales.
• Ability to handle confidential and sensitive customer information appropriately.
• Excellent phone communication, active listening, and customer-focused problem solving.
• Familiarity with CRM systems (Salesforce, Ring Central preferred).
• Comfort working with people of all backgrounds and technical skill levels.
• Working knowledge of:
• Wi‑Fi security protocols
• Router table management
• Mobile devices across iOS/Android
• Strong written and verbal communication skills.
• Experience with Microsoft 365 preferred.
• High school diploma required; technical school or college degree preferred.

This Job Is:

• A job for which military experienced candidates are encouraged to apply
• A job for which all ages, including older job seekers, are encouraged to apply
• Open to applicants who do not have a college diploma
• A job for which people with disabilities are encouraged to apply

Work Remotely:

• No

Physical Requirements:

Must have the ability to sit and stand for long periods. Must be able to lift and move items or boxes up to 30 pounds. Reasonable accommodations may be extended to enable individuals with disabilities to perform the essential functions.

We

Offer:

• Competitive Compensation Package
• Insurance Benefits
  - Medical (Aetna), Dental (Delta Dental), Vision (Aetna Vision)
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
• Voluntary Benefits
  - Critical Illness, Hospital Indemnity, Accident
• Basic Life insurance with dependent coverage optional
• 401(k) with Company Match
• Vacation and Sick Leave
• Short-term & Long-term disability
• Tuition assistance program
• Employee assistance program
• Professional Development Opportunities