Remote Customer Technical Support

Position Summary

ADT is seeking candidates with problem-solving skills to join our Customer Technical Support Team. You should be able to self-manage, work independently, multitask, navigate a technical environment, and provide excellent customer service.

Responsibilities

• Work in a dynamic, collaborative environment, assisting customers with alarm system and home automation issues.
• Provide technical assistance and customer education, troubleshoot issues, and guide customers through troubleshooting steps.
• Present the Virtual Service Call process to save customers time and money, and assist with scheduling onsite technician visits if necessary.
• Ensure excellent customer interactions and experiences by using empathy, soft skills, and connecting with customers.
• Handle calls from residential and small business customers, offering technical support and resolving issues.
• Work in a WFH setting with a private, quiet workspace that meets company standards and has 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
• Ability 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

Pay and Benefits

• Starting hourly rate: $17.00 per hour, reaching $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 increasing rates after the first year
• 6 paid holidays
• Shift-differential policy for higher-than-average customer call volume and less-desirable shifts
• Opportunities for promotion within the ADT family