{"schemaVersion":"jobsearcher.job.v1","id":"e8f0a2e1f28495e76c7d870e","url":"https://jobsearcher.com/jobs/e8f0a2e1f28495e76c7d870e","canonicalUrl":"https://jobsearcher.com/jobs/e8f0a2e1f28495e76c7d870e","title":"Technical Support Representative","description":"This role is ON-SITE; we are located in Harrison, NY. This is not a remote role.\nHeadquartered in Harrison NY USA, Universal Remote Control (URC) is a global leader in smart home automation and control solutions with distribution throughout the world. URC control systems include Total Control® and Complete Control®. Innovative user interfaces include tabletop controllers, in-wall touch screens, handheld remotes, keypads, and mobile apps – plus voice control integration with Amazon, Alexa, Apple TV, Comcast Xfinity, and Google Assistant. URC systems are custom designed, programmed, installed, and maintained by a network of URC trained systems integration professionals (dealers). Its award-winning products, technical support, and training have made URC the best choice for home automation for more than 30 years.\nTechnical Support Representatives are the URC solution for the knowledge needed by our loyal dealer-base and assistance required by the users of our many products. Candidate(s) must be able to combine customer service, technical know-how and hardware/software troubleshooting skills to solve the problem(s) presented in a call or other method of communication. In addition to answering phone calls, this person must possess the ability to interpret problems, provide technical support, track issues (and their resolutions) and use diagnostic tools to resolve recurring problems. All of this while answering questions and documenting detailed information on specific issues.\nThey must remain constantly up to date about new technologies while still supporting existing installations and possess excellent verbal and written communication skills to ensure that URC is continually perceived as the best Technical Support in the industry.\nWithin this position you will play a pivotal role in our organization, utilizing your engaging and exceptional customer service skills. We value effective communication and a deep understanding of customer needs.\nCompensation/Benefits Package:\nCompensation: Base Salary Starting at: $25.96/hour (non-exempt role)\nProbationary period\nMedical, Dental, Vision, and Life Insurance\n401(k)\nPaid time off\nOvertime Eligible\nExpectations (Job Description):\nMaintain Customer Service Standards\nResolve technical issues by using troubleshooting skills to solve the problem or determine when a return is necessary\nProvide programming support and product specifications upon request\nAnalyze customer requirements/questions to determine a solution that will exceed their needs\nBe proactive in identifying new issues with products\nWork closely with other Technical Support team members to discover solutions, uncover issues and work towards a resolution\nReporting & Recording\nAccurately log all required call (and email) information in the URC Portal\nEscalate and maintain any reports of bugs (JIRA) & follow-up with the dealer\nConsistently follow up with tickets regarding status, dealer inquiries, and suggesting solutions based upon engineers’ requests\nTrain the URC AI daily by asking questions, editing incorrect responses and reporting inconsistencies\nIdentify issues with URC documentation and URC Portal and report through proper channels\nURC & Industry Product Knowledge\nResponsible for obtaining a thorough working knowledge of all URC, including new products, modules and associated products\nContinuously demonstrate knowledge of latest technology, including home networking, audio/video, home automation and competitors’ products\nTest product and provide technical feedback to Validation Engineers\nStay up to date with company and department bulletins and announcements\nExperience:\nCustomer Service: 2 Years Customer Service.This includes, but is not limited to, customer-oriented telephone and email/chat. This includes the ability to respond quickly, intelligently, and courteously to customer requests and issues.\nTechnical Support Experience: 1 year Technical Support experience, ideally in the audio & video and/or computer networking industry\nSkills/Abilities:\nCommunication: Excellent verbal and written communication skills. Know how to present complex technical information to less-technical audiences, an ability to design and deliver instructional guidance is also valuable.\nPatience: Must have the ability to understand that dealers will have different skill levels and aptitudes, and we must work with them to resolve their issues with patience.\nProblem Solving: Strong analytical and problem-solving skills. Should be comfortable with proactively gathering information, evaluating options and offering good solutions\nProduct and Technical Knowledge: Understanding both the overall URC system environment as well as the scope of the entire project containing 3rd party systems and integration. This includes things like system maintenance, connectivity and security devices, as well as specific products in use. Understanding network fundamentals. Familiarity with alternative products and the nature of the technical problems is also important.\nClearly defined instruction: Knowing how to present complex technical information to less-technical audiences, an ability to design and deliver instructional guidance is also valuable.\nAttention to Detail: Must have the ability to be thorough and accurate by carefully reviewing work, double-checking information, catching mistakes and solving problems before they escalate\nTime Management: Ability to meet deadlines\nAdaptability & Continuous Learning: Ability to adapt to changing environments and to grow in learning as new product, modules, software and software features are rolled out\nPunctuality: Ability to consistently be on-time. We are a department that is customer-facing and need to make sure we are punctual and ready to work by your scheduled start time.\nTeamwork: Ability to work with colleagues and other departments is a must to ensure problems are being resolved in a timely fashion\nResourcefulness: Ability to proactively use resources on hand to minimize troubleshooting time\nJob Type: Full-time\nBenefits:\nOvertime Eligible\n401(k)\n401(k) matching\nDental insurance\nFlexible spending account\nHealth insurance\nHealth savings account\nLife insurance\nPaid time off\nRetirement plan\nVision insurance\nCompensation package:\nIncentive opportunities\nSchedule:\nMonday to Friday\nWeekends as needed\nWork Location: Harrison, NY (in-person)\nJob Type: Full-time\nJob Type: Full-time\nPay: From $25.96 per hour\nBenefits:\n401(k)\n401(k) matching\nDental insurance\nFlexible spending account\nHealth insurance\nHealth savings account\nLife insurance\nPaid time off\nRetirement plan\nVision insurance\nAbility to Relocate:\nHarrison, NY 10528: Relocate before starting work (Required)\nWork Location: In person","company":"Urc","rawCompany":"urc","city":"Harrison","state":"NY","isRemote":false,"isActive":false,"createdAt":"2026-08-06T12:58:36.890Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"17-3029.00","title":"Engineering Technologists and Technicians, Except Drafters, All Other","slug":"engineering-technologists-and-technicians-except-drafters-all-other"}],"industries":[{"code":"811210","title":"Electronic and Precision Equipment Repair and Maintenance","slug":"electronic-and-precision-equipment-repair-and-maintenance"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"449210","title":"Electronics and Appliance Retailers","slug":"electronics-and-appliance-retailers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Representative","description":"This role is ON-SITE; we are located in Harrison, NY. This is not a remote role.\nHeadquartered in Harrison NY USA, Universal Remote Control (URC) is a global leader in smart home automation and control solutions with distribution throughout the world. URC control systems include Total Control® and Complete Control®. Innovative user interfaces include tabletop controllers, in-wall touch screens, handheld remotes, keypads, and mobile apps – plus voice control integration with Amazon, Alexa, Apple TV, Comcast Xfinity, and Google Assistant. URC systems are custom designed, programmed, installed, and maintained by a network of URC trained systems integration professionals (dealers). Its award-winning products, technical support, and training have made URC the best choice for home automation for more than 30 years.\nTechnical Support Representatives are the URC solution for the knowledge needed by our loyal dealer-base and assistance required by the users of our many products. Candidate(s) must be able to combine customer service, technical know-how and hardware/software troubleshooting skills to solve the problem(s) presented in a call or other method of communication. In addition to answering phone calls, this person must possess the ability to interpret problems, provide technical support, track issues (and their resolutions) and use diagnostic tools to resolve recurring problems. All of this while answering questions and documenting detailed information on specific issues.\nThey must remain constantly up to date about new technologies while still supporting existing installations and possess excellent verbal and written communication skills to ensure that URC is continually perceived as the best Technical Support in the industry.\nWithin this position you will play a pivotal role in our organization, utilizing your engaging and exceptional customer service skills. We value effective communication and a deep understanding of customer needs.\nCompensation/Benefits Package:\nCompensation: Base Salary Starting at: $25.96/hour (non-exempt role)\nProbationary period\nMedical, Dental, Vision, and Life Insurance\n401(k)\nPaid time off\nOvertime Eligible\nExpectations (Job Description):\nMaintain Customer Service Standards\nResolve technical issues by using troubleshooting skills to solve the problem or determine when a return is necessary\nProvide programming support and product specifications upon request\nAnalyze customer requirements/questions to determine a solution that will exceed their needs\nBe proactive in identifying new issues with products\nWork closely with other Technical Support team members to discover solutions, uncover issues and work towards a resolution\nReporting & Recording\nAccurately log all required call (and email) information in the URC Portal\nEscalate and maintain any reports of bugs (JIRA) & follow-up with the dealer\nConsistently follow up with tickets regarding status, dealer inquiries, and suggesting solutions based upon engineers’ requests\nTrain the URC AI daily by asking questions, editing incorrect responses and reporting inconsistencies\nIdentify issues with URC documentation and URC Portal and report through proper channels\nURC & Industry Product Knowledge\nResponsible for obtaining a thorough working knowledge of all URC, including new products, modules and associated products\nContinuously demonstrate knowledge of latest technology, including home networking, audio/video, home automation and competitors’ products\nTest product and provide technical feedback to Validation Engineers\nStay up to date with company and department bulletins and announcements\nExperience:\nCustomer Service: 2 Years Customer Service.This includes, but is not limited to, customer-oriented telephone and email/chat. This includes the ability to respond quickly, intelligently, and courteously to customer requests and issues.\nTechnical Support Experience: 1 year Technical Support experience, ideally in the audio & video and/or computer networking industry\nSkills/Abilities:\nCommunication: Excellent verbal and written communication skills. Know how to present complex technical information to less-technical audiences, an ability to design and deliver instructional guidance is also valuable.\nPatience: Must have the ability to understand that dealers will have different skill levels and aptitudes, and we must work with them to resolve their issues with patience.\nProblem Solving: Strong analytical and problem-solving skills. Should be comfortable with proactively gathering information, evaluating options and offering good solutions\nProduct and Technical Knowledge: Understanding both the overall URC system environment as well as the scope of the entire project containing 3rd party systems and integration. This includes things like system maintenance, connectivity and security devices, as well as specific products in use. Understanding network fundamentals. Familiarity with alternative products and the nature of the technical problems is also important.\nClearly defined instruction: Knowing how to present complex technical information to less-technical audiences, an ability to design and deliver instructional guidance is also valuable.\nAttention to Detail: Must have the ability to be thorough and accurate by carefully reviewing work, double-checking information, catching mistakes and solving problems before they escalate\nTime Management: Ability to meet deadlines\nAdaptability & Continuous Learning: Ability to adapt to changing environments and to grow in learning as new product, modules, software and software features are rolled out\nPunctuality: Ability to consistently be on-time. We are a department that is customer-facing and need to make sure we are punctual and ready to work by your scheduled start time.\nTeamwork: Ability to work with colleagues and other departments is a must to ensure problems are being resolved in a timely fashion\nResourcefulness: Ability to proactively use resources on hand to minimize troubleshooting time\nJob Type: Full-time\nBenefits:\nOvertime Eligible\n401(k)\n401(k) matching\nDental insurance\nFlexible spending account\nHealth insurance\nHealth savings account\nLife insurance\nPaid time off\nRetirement plan\nVision insurance\nCompensation package:\nIncentive opportunities\nSchedule:\nMonday to Friday\nWeekends as needed\nWork Location: Harrison, NY (in-person)\nJob Type: Full-time\nJob Type: Full-time\nPay: From $25.96 per hour\nBenefits:\n401(k)\n401(k) matching\nDental insurance\nFlexible spending account\nHealth insurance\nHealth savings account\nLife insurance\nPaid time off\nRetirement plan\nVision insurance\nAbility to Relocate:\nHarrison, NY 10528: Relocate before starting work (Required)\nWork Location: In person","datePosted":"2026-08-06T12:58:36.890Z","dateModified":"2026-08-06T12:58:36.890Z","hiringOrganization":{"@type":"Organization","name":"Urc","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Harrison","addressRegion":"NY","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"e8f0a2e1f28495e76c7d870e"},"url":"https://jobsearcher.com/jobs/e8f0a2e1f28495e76c7d870e"}}