What are the responsibilities and job description for the Tech support and Home Service Rep Manager position at Alert Response?
Company: Alert Response
Location: Lewisville, TX (In-Office Preferred)
Job Type: Part-Time (Approximately 20-25 hours per week)
Schedule: M-F 10am cst - 3pm cst
RESUME'S MUST BE HAND DELIVERED TO 1400 MOCCASSIN TRAIL, SUITE 6, LEWISVILLE, TX 75077. All other resumes will not be considered.
About Alert Response
Alert Response is a nationwide provider of personal emergency response systems (PERS) that help seniors and vulnerable individuals live safely and independently. Our team supports healthcare organizations and families across the country by coordinating equipment, installations, and service through a network of Home Service Representatives (HSR’s).
We are looking for a highly organized and detail-oriented Technical Support and Home Service Rep Coordinator to help manage our network of technicians and support daily service operations.
Position Overview
The Technical Support and Home Service Rep Coordinator plays a key role in managing Alert Response’s nationwide network of Home Service Representatives (HSRs), coordinating service work orders, and providing first-level technical support.
This role combines operations coordination, technician support, and service workflow management. The ideal candidate enjoys solving problems, communicating with field technicians, troubleshooting with our end users, and keeping operational processes running smoothly.
Key Responsibilities
Technician (HSR) Network Management
- Serve as the primary point of contact for our network of Home Service Representatives (HSRs)
- Coordinate technician communications regarding inventory, installations, and service work
- Assist with recruiting and onboarding new technicians
- Support technician training and performance tracking
- Maintain technician records and scorecards
Service Operations Coordination
- Import service jobs and move notifications into internal systems
- Assist with scheduling and coordinating service work orders
- Follow up on completed installations and service calls
- Handle exception queues and service workflow issues
Technical Support
- Provide Tier 1 technical support to technicians performing installations
- Help troubleshoot device or installation issues
- Escalate complex issues to the Systems and IT lead when needed
Reporting & System Administration
- Prepare operational reports and statistics for leadership meetings
- Track lost or out-of-service equipment
- Run periodic system audits and maintenance tasks
- Maintain records across internal platforms
Logistics & Inventory Support
- Coordinate shipment of accessories and equipment to technicians when needed
- Support basic inventory and equipment tracking
Qualifications
Required
- Strong organizational and multitasking skills
- Excellent communication and problem-solving abilities
- Comfortable working with contractors and remote technicians
- Proficiency with Microsoft suite of services and basic business software
- Ability to learn new software systems quickly
Preferred
- Experience in field service coordination, dispatch, or operations
- Technical support or help desk experience
- Experience working with contractors or technician networks
- Familiarity with CRM or service management systems
Work Environment
- Part-time role (approximately 20-25 hours per week)
- Occasional coordination with technicians across multiple time zones
Compensation
- Competitive hourly pay based on experience
- Opportunity to grow with a rapidly expanding healthcare technology company
Why Join Alert Response
- Mission-driven company helping seniors stay safe and independent
- Collaborative, supportive team environment
- Opportunity to work across operations, technology, and customer service
- Flexible part-time schedule
Pay: $20.00 - $25.00 per hour
Benefits:
- 401(k)
Work Location: In person
Salary : $20 - $25