Technical Customer Service Representative at Orion180 in Draper, UT

Summary: Orion180 Insurance Services, LLC is committed to delivering an exceptional insurance experience through innovative technology and unparalleled customer service. The Technical Customer Service Representative will support proprietary technology platforms and ensure a high-quality customer experience by assisting with product setup, troubleshooting technical issues, and engaging with customers proactively. Responsibilities: - 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 - Provide clear, constructive feedback to improve documentation, workflows, and inspection processes - 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 - Collaborate with internal teams and escalate complex cases when necessary - 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 - Deliver a “white-glove” customer experience by keeping interactions clear, positive, and supportive - Document calls, findings, and resolutions to support product improvement - Stay up to date on new products, product enhancements, new features, and installation best practices Required Qualifications: - High School Diploma or GED required - 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 - High attention to detail and organizational skills - 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 Preferred Qualifications: - Bachelor's degree preferred - Familiarity with property insurance processes or home inspection is a plus Required Skills: Technical support experience, Troubleshooting mobile devices Important Skills: WiFi connectivity, IoT/smart home systems Nice-to-Have Skills: Problem-solving ability, Customer-first mindset Benefits: Medical, Dental, Vision, 401k, PTO, Paid holidays