Product Support Representative / Tech Support

SmartLabs, Inc. is the leading developer, manufacturer and retailer of affordable home automation, connected home and building controls products. Divisions include INSTEON (proprietary dual-band, mesh networking technology and home automation products) and Smarthome (; a large internet retailer of home automation products).

Smarthome is seeking a Product Support Representative for Insteon Phone Support. The person hired for the position of Product Support Representative will handle varied customer transactions; including inbound calls, customer order entry and servicing customer accounts; communicate with other departments and providers to research and resolve issues, identify and implement service solutions; work to enhance knowledge in key service areas; and other duties as assigned, handle various troubleshooting issues.


  • You will provide support on many of the technical aspects of our products.
  • You will need to be able to clearly communicate highly technical information and simplify it for customers.
  • You will be responsible to take part in our online chat & answer emails as well as field phone calls.
  • We will provide you training on our products and you will have the opportunity to take home products for free to use them in your home environment.
  • Educates and informs the customer of various processes and directs customers to appropriate resources.


  • High school diploma or equivalent
  • Minimum - 1 year of Technical Support & Customer Service experience


  • Knowledge of home automation and Insteon technology is a plus, but not required
  • Knowledge of house electrical wiring, A/V distribution, and surveillance is a plus, but not required
  • Ability to work in a high volume rapidly changing environment
  • Ability to please most people and accept feedback and criticism in a constructive manner
  • Ability to follow through with commitments and show concern for the needs of others
  • Ability to handle work-related stress; handle multiple priorities simultaneously; and meet deadlines
  • Clear and conceptual thinking ability; excellent judgment and discretion
  • Strong Active Listening skills
  • Excellent oral and written communication, including presentation skills
  • PC literate, including Microsoft Office products


  • Medical & Dental Plans
  • 401K
  • Flexible Spending Account
  • Life Insurance
  • Long-Term Disability
  • Voluntary Vision Plan
  • Friendly, casual environment with emphasis on teamwork
  • Employee discounts

    Benefits (for permanent staff only)

  • Health Insurance
  • Paid Life Insurance, AD&D & LTD
  • Paid Vacation
  • Paid Sick Leave
  • Paid Holidays/Floating Holidays
  • Online Benefits Management
  • Friendly, casual environment with emphasis on teamwork
  • Significant employee discounts

  • Voluntary benefits include

  • 401K
  • FSA Flexible Spending Account (healthcare and childcare)
  • Vision Plan
  • Dental Plan

  • To Apply For This Position
    If your qualifications and experience match this position and you are a local candidate, please email your resume with the following to: [email protected]
    2) Last 2 jobs salary history
    3) Expected Salary; Resumes without a salary expectation will not be considered.

    Recruiters or out of area candidates, please do not respond.
    No phone calls please.

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