Technical Support Specialist | Customer Support Team Lead | Support Engineer

Provide Tier 1/Tier 2 remote technical support for residential and commercial smart home, AV, and networking systems. Troubleshoot and resolve issues across Control4 and Savant automation platforms, including lighting control, HVAC integration, whole-home audio, video distribution, scenes, and mobile app functionality.

Support AV systems including Sonos, AV receivers (Denon, Marantz, Sony, Anthem), audio distribution systems, and streaming devices such as Roku, Apple TV, and cable/satellite boxes. Diagnose and resolve issues related to no signal, HDMI connectivity, video matrices, baluns, audio loss, volume control, and multi-room audio performance.

Manage and troubleshoot network infrastructure using Araknis, Ubiquiti (UDM Pro), Ruckus, and Netgear equipment. Perform diagnostics on LAN/WAN connectivity, WiFi performance, access points, switching, and internet outages.

Support surveillance and security systems including ClareVision, IC Realtime, and NVR/DVR platforms. Troubleshoot camera connectivity, remote access, recording failures, and notification issues.

Utilize OvrC and WattBox for remote monitoring, system diagnostics, and power management, including targeted and full-system reboots of controllers, routers, switches, and AV devices.

Perform structured triage, root cause analysis, and incident resolution. Document support cases, communicate technical solutions clearly, and escalate complex issues to advanced support teams when necessary.

Provided remote pre-sales support for residential and commercial construction projects by assisting customers through the initial consultation and quoting process. Conducted video calls with homeowners to gather project requirements, assess property conditions, explain service offerings, and ensure accurate project scoping.

Collaborated with internal sales, operations, and project management teams to streamline customer onboarding and maintain a smooth client experience from inquiry to project approval. Utilized CRM and communication platforms to document customer interactions, manage pipelines, follow up on leads, and support timely project progression.

Delivered high-quality customer service by addressing client questions, setting expectations, troubleshooting concerns, and maintaining strong communication throughout the sales process. Developed experience working in fast-paced remote environments while balancing customer satisfaction, operational efficiency, and revenue goals.

- Spearheaded daily operational workflows, leading to a 15% increase in tutor-client match efficiency through optimized onboarding and support strategies.

- Conducted rigorous screening and interviews of prospective tutors, improving service quality and ensuring alignment with Varsity Tutors' excellence standards.

- Managed high-volume communications (phone, email, text), reducing response time by 30% while enhancing customer satisfaction.

- Leveraged data analysis and company software to refine tutor placement, track performance metrics, and maintain accurate operational records.

- Served as primary escalation contact, swiftly identifying solutions that increased client retention and tutor engagement.

- Collaborated cross-functionally with operations, support, and product teams to streamline processes, enhance workflows, and elevate service quality

- Led daily business operations, serving as a key decision-maker in the absence of operations managers, ensuring smooth execution of strategic initiatives.

- Managed 2-3 supervisors and their teams of 15–20 advisors, overseeing performance optimization, workflow management, and employee engagement.

- Developed data-driven reports on key performance indicators (KPIs), providing timely updates to executive leadership and clients to drive business decisions.

- Spearheaded weekly business reviews, presenting analytics-backed insights to clients and stakeholders to refine operational strategy.

- Enhanced workforce productivity by implementing optimized scheduling systems, ensuring advisor availability aligned with business needs.

- Conducted focus groups with frontline employees, gathering insights to improve customer experience and process efficiency.

- Collaborated with Training & Quality teams, ensuring advisors received the necessary resources and coaching to maintain high service standards.

- Led conflict resolution and employee support, handling critical work-related issues and streamlining communications between departments.