Technical Support Representative

About HomeWAV

Founded in 2011, HomeWAV LLC has remained the industry leader in providing simple, secure inmate communication and technology solutions to correctional facilities across the country. Headquartered in St. Louis, Missouri, HomeWAV’s all‑in-one patented platform offers video and voice calling, secure messaging, investigative tools, background filtering, tablet‑based access to education, entertainment, reentry resources, and more. Serving facilities in over 30 states, HomeWAV supports millions of users nationwide and reinvests in its purpose-built technology, upholding its pillars of Integrity, Innovation, and Impact to keep facilities safe and communities connected. For more information, visit HomeWAV at www.homewav.com and LinkedIn and Facebook.

The Technical Support Representative is responsible for delivering comprehensive technical support across HomeWAV’s software and hardware product lines, including agency systems, consumer applications, platform capabilities, and hardware solutions. This role ensures timely incident restoration, adherence to service level agreements (SLAs), and effective management of service requests to support County partners and end users.

The Technical Support Representative serves as a technical subject matter expert, prioritizing, troubleshooting, escalating, and resolving incidents to maintain system performance and customer satisfaction. Working cross-functionally with internal teams, this position plays a critical role in ensuring operational continuity, meeting customer requirements, and upholding service standards in a dynamic, growth-oriented environment.

WHAT SUCCESS LOOKS LIKE

• Provide technical assistance and troubleshooting support for computer systems, software, hardware, kiosks, and related technologies.
• Monitor, prioritize, and respond to IT helpdesk requests in accordance with established workflows and service level expectations.
• Document all troubleshooting steps, communications, and resolutions within the ticketing system to ensure accurate tracking and knowledge sharing.
• Escalate complex or out-of-scope issues to appropriate internal teams or third-party vendors, track progress, and follow through to resolution.
• Coordinate with onsite technicians and dispatch technical resources as needed to support timely issue resolution.
• Partner with the Customer Support (CS) team to triage escalations and provide detailed documentation for Tier II support when required.
• Monitor system alerts and proactively report or address technical issues.
• Maintain up-to-date knowledge of HomeWAV systems, features, and best practices; contribute to internal documentation and process improvement.

The responsibilities listed above are representative of the role. Additional duties may be assigned to meet the needs of the organization.

POSITION REQUIREMENTS

• Travel Requirement: None.
• Physical Requirements: None.

PREFERRED QUALIFICATIONS

Education

·       Associate or bachelor’s degree in computer science, information technology, or related field.

Experience

• 2+ years of technical experience in computer technology, data management, network troubleshooting, and/or infrastructure, with capabilities to understand and resolve technical impediments.
• 2+ years of experience troubleshooting technical-related issues, knowledge, and the ability to identify recurring issues, and experience in driving issues to resolution.
• Familiarity in working with military or law enforcement officials.

Technical Skills

Aptitude for working with technology and troubleshooting technical problems.

Familiarity with JIRA or JIRA Service Management, Teams, AWS Connect a plus.

Professional Skills

• Exceptional initiative, organizational, and execution abilities.
• Impeccable attention to detail.
• Exceptional verbal and written communication skills.
• Excellent problem-solving and decision making skills.
• Comfortable with providing evidentiary support in documentation.

WHAT WE OFFER

HomeWAV offers a comprehensive benefits program designed to support employee well-being, professional growth, and work-life balance, including:

• Health & Wellness: Medical, dental, and vision coverage, along with supplemental coverage options such as critical illness and accident insurance.
• Maternity, Paternity & Parental Leave
• Financial Security: 401(k) plan with company contribution, life insurance, and disability coverage.
• Time Off & Flexibility: PTO, paid holidays, and work-life balance initiatives.
• Growth & Development: Training and career development opportunities.
• Culture: Purpose-driven work environment supported by company events, team celebrations, employee merchandise discounts, and discounted gym memberships.

EQUAL EMPLOYMENT OPPORTUNITY

HomeWAV is an Equal Opportunity Employer and is committed to providing a workplace free from discrimination. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local laws.

DISCLAIMER

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.