Technical Support Advisor

About the role

We are looking for a Technical Support Advisor to join our team and provide advanced technical expertise across connected consumer technology products. In this role, you will troubleshoot complex technical issues involving smart home devices, networking, security systems, connected devices, and consumer technology. You will also review and validate technical troubleshooting recommendations generated by Helms AI, helping identify gaps, inaccuracies, and opportunities to continuously improve support workflows and knowledge resources.

Key responsibilities

• Collaborate with cross‑functional teams to improve technical support processes and customer experiences.
• Troubleshoot complex issues involving connected consumer technology products.
• Identify gaps, inaccuracies, and opportunities for improvement in support workflows.
• Support the development and improvement of technical knowledge resources.
• Provide subject‑matter expertise on smart home, networking, security, and connected‑device technologies.
• Document technical issues, troubleshooting steps, solutions, and recommendations clearly and accurately.
• Communicate complex technical concepts in a clear and easy‑to‑understand manner.
• Stay up to date with emerging connected‑device technologies, platforms, and troubleshooting methodologies.

Required profile

• BPO experience.
• Experience in customer‑service technical support, telecom support, smart home support, or a related technical field in BPO.
• Experience troubleshooting hardware, software, networking, and connected‑device issues.
• Strong analytical and problem‑solving skills.
• Ability to explain technical concepts clearly in both written and verbal communication.
• Experience documenting technical issues, troubleshooting steps, and recommendations.
• Comfortable working in rapidly evolving technical environments.
• Experience working in a Tier 2, Tier 3, SME, or advanced technical support environment is highly preferred.
• Experience providing gaming technical support is a plus.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Networking
• Smart home devices
• Security systems
• Connected devices