Smart Home Technical Support Specialist (For Pooling) | Philippines

About the Role
We’re looking for a tech-savvy Smart Home Technical Support Specialist with hands-on experience in smart home devices and connected ecosystems. You’ll troubleshoot, resolve, and explain issues across a wide range of consumer technologies — from thermostats and lighting to streaming devices, voice assistants, security systems, and wearables.

Key Responsibilities

• Diagnose and resolve setup, connectivity, and performance issues for smart home devices (Nest, Hue, Alexa, Google Home, Apple Home, SmartThings, etc.).
• Troubleshoot networking fundamentals (Wi-Fi, mesh networks, Bluetooth, Zigbee, Z-Wave, Thread, Matter).
• Provide clear, step-by-step guidance to customers, including explaining device-specific quirks and interoperability challenges.
• Use CRM/helpdesk tools (Zendesk, Salesforce, Intercom, Freshdesk) to manage and document support cases.

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

• Experience. 1–3 years in high-volume tech support, IT helpdesk, or customer success.
• Troubleshooting. Ability to de-escalate complex situations and provide step-by-step guidance.
• Communication. Exceptional written English skills, with a sharp eye for logic and factual errors.
• Tool familiarity. Proficiency with CRM and helpdesk systems like Zendesk, Salesforce, Intercom, and Freshdesk.
• Smart home fluency. Hands-on experience with connected home devices and ecosystems (Nest, Hue, Alexa, Google Home, Apple Home, SmartThings) and the networking fundamentals behind them.