Electrical Hazard Support Representative

About Ting Labs

We’re on a mission to save lives and property, leading the next wave in smart home technology and fire prevention with Ting. This intelligent sensor and concierge service monitors a home’s electrical network to detect electrical hazards that often lead to the most devastating and catastrophic fires. While on the job preventing fires inside a home, Ting also helps monitor the electrical grid, contributing to increased community fire safety and reduced environmental impact that comes with fire reduction. We’re steadfastly addressing the long-underserved realm of electrical fire prevention with leading-edge technology and embarking on the next stage of our growth. Visit tingfire.com for more information. 

About the Role:

The Electrical Hazard Support Representative manages a high volume of calls, texts, and emails with homeowners whose Ting monitoring system has identified an electrical fire hazard. This role combines customer communication with technical troubleshooting, analyzing Ting data while guiding homeowners through established troubleshooting procedures.

Representatives work closely with homeowners and engineers, gathering information, identifying patterns, documenting findings, and supporting electrical hazard investigations. The role requires strong communication, critical thinking, attention to detail, and the ability to manage frequent customer interactions while interpreting technical information.

We’re looking for motivated individuals who are eager to learn, enjoy problem-solving, and want to support Ting’s mission of preventing electrical fires. No degree or specific technical background is required. Experience in customer service, technical support, or call centers is a plus, along with familiarity with customer management and ticketing systems.

Strong candidates communicate clearly, stay organized, take initiative, and follow through consistently. Above all, we value a willingness to learn, analytical thinking, and a genuine commitment to helping homeowners.

Job Duties:

• Technical Troubleshooting and Analysis: Analyze electrical monitoring data, identify patterns, and investigate electrical hazards using established procedures and technical tools. Apply critical thinking and problem-solving skills to evaluate findings and determine appropriate next steps.
• Customer Communication and Phone Support: Spend a significant portion of the workday speaking directly with customers over the phone to gather information, walk through troubleshooting steps, and explain technical findings. Additional communication includes text messages and email.
• Signal and Pattern Recognition: Learn to interpret graphical data, recognize electrical hazard signals, and identify unusual patterns or changes that may indicate electrical issues within a customer's home.
• Investigation Support and Escalation: Complete initial troubleshooting activities and assist engineers with more complex electrical investigations. Gather additional information, conduct follow-up calls, and help move investigations toward resolution.
• Documentation: Maintain accurate and detailed notes of customer conversations, troubleshooting steps, and findings to ensure engineers and other team members can continue investigations efficiently without repeating previous steps.
• Teamwork: Collaborate with engineers, team leads, and other technicians to investigate potential electrical hazards, share observations, ask questions, and contribute to problem-solving.
• Continuous Improvement: Participate in ongoing technical training, develop troubleshooting and analytical skills, and help identify opportunities to improve procedures, documentation, and team efficiency.
• Work Schedule and Travel: Work remotely with flexibility to accommodate rotating schedules, including nights, weekends, and holidays. Occasional travel may be required for in-person training and team meetings.

Requirements:

• Strong communication and interpersonal skills, with the ability to explain technical information clearly and professionally through phone calls, text messages, and email.
• Strong analytical thinking and problem-solving skills, with the ability to interpret information, recognize patterns, and follow structured troubleshooting procedures.
• Excellent organizational skills and attention to detail, with the ability to manage a high volume of customer interactions while maintaining accurate documentation.
• Self-motivated, adaptable, and comfortable working independently and collaboratively in a fast-paced remote environment.
• Willingness to learn new technical concepts and systems. Previous experience in customer service, technical support, or electrical troubleshooting is a plus but not required.

What We Offer:

• Competitive salary + equity.
• The ability to make, own and carry out decisions.
• Health, dental, and vision insurance.
• 401(k) with match.

Ting Labs is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.