Remote Customer Technical Support

Position Summary

ADT is seeking candidates with problem-solving abilities to join our team. Ideal candidates should be able to self-manage, work independently, and handle multiple systems and applications. They should also be comfortable navigating a technical environment, open to input, dependable, and have a distraction-free workspace. Passion for customer service and issue resolution is essential, along with the ability to de-escalate situations with patience and support.

Responsibilities

• Work in a dynamic, collaborative environment, assisting customers with alarm system questions and technical issues.
• Troubleshoot technical issues using guided workflows, guiding customers through solutions.
• Present the Virtual Service Call process to save customers time and money, and assist with scheduling onsite technician visits.
• Provide excellent customer interactions and experiences through empathy, soft skills, and connecting with customers.
• Must have a private, quiet workspace suitable for WFH with adequate internet bandwidth.

Qualifications/Requirements

• High school diploma or equivalent
• Troubleshooting skills
• Strong organizational skills
• Excellent communication skills (verbal and written)
• Reliable and dependable
• Ability to empathize and connect with the customer
• Able to multitask and prioritize tasks
• Demonstrated problem-solving and customer de-escalation skills
• Minimum of one (1) year of customer service experience
• Technical experience a plus but not required

Skills

• Excellent communication skills
• Able to type at least 35 words per minute
• Intermediate knowledge of computer applications
• Strong organizational skills

Pay and Benefits

• Starting hourly rate: $17.00 per hour, increasing to $20.00 per hour after 180 days of employment
• Healthcare benefits, 401(k) plan, company match, short-term and long-term disability coverage, life insurance, wellbeing benefits, and paid time off
• Accrual of up to 120 hours in the first year, with rates increasing after the first year
• 6 paid holidays