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. HomeWAV is seeking a Technical Support Representative to provide high-quality technical support across our software, hardware, and platform solutions. This role supports agency systems, consumer applications, kiosks, and hardware technologies while ensuring timely issue resolution, strong service delivery, and exceptional customer experience for our County partners and end users. The ideal candidate is a hands-on problem solver who thrives in a fast-paced, collaborative environment and is comfortable serving as a technical subject matter expert. You will play a key role in troubleshooting, escalating, and resolving incidents while helping maintain system performance and service level agreements (SLAs).

WHAT YOU'LL DO

Provide technical support and troubleshooting for computer systems, software, hardware, kiosks, and related technologies. Monitor, prioritize, and respond to IT helpdesk tickets in alignment with service level expectations. Document all troubleshooting steps, communication, and resolutions in the ticketing system to ensure accuracy and knowledge sharing. Escalate complex issues to internal teams or third-party vendors and track through resolution. Partner with Customer Support to triage escalations and support Tier II documentation needs. Monitor system alerts and proactively address or report technical issues. Maintain strong knowledge of HomeWAV systems and contribute to documentation and process improvements.

WHAT YOU'LL BRING

Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field preferred. 2+ years of experience in technical support, including troubleshooting systems, networks, or infrastructure. Proven ability to diagnose issues, identify patterns, and drive resolutions. Strong technical aptitude with experience in tools like JIRA (preferred) and familiarity with AWS Connect and Microsoft Teams. Highly organized, detail-oriented, and proactive with strong execution skills. Excellent communication and problem-solving abilities. Comfortable documenting work thoroughly and supporting detailed records. Experience working with military or law enforcement agencies is a plus.

WHAT WE OFFER

Medical, dental, vision, and supplemental insurance options Maternity, paternity, and parental leave 401(k) with company contribution PTO, paid holidays, and work‑life balance initiatives Training and career development opportunities Purpose-driven culture, team events, merchandise discounts, and gym membership discounts

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.