Remote Customer Technical Support

Position Summary

ADT is seeking candidates with problem-solving abilities to join our 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 questions and technical issues.
• Provide technical assistance and customer education, troubleshoot issues, and guide customers through solutions.
• Present the Virtual Service Call process and assist with scheduling onsite technician visits if necessary.
• Ensure excellent customer interactions and experiences by using empathy, soft skills, and connecting with customers.
• Play an important role in saving lives for a living.

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 proficient problem-solving and customer de-escalation skills.
• Minimum of one (1) year of customer service experience required.
• Technical experience is a plus but not required.

What's in it for you?

• Opportunities for promotion within ADT.
• Paid on-the-job training.
• Great, highly competitive pay and benefits package.
• Healthcare benefits, 401(k) plan, company match, short-term and long-term disability coverage, life insurance, wellbeing benefits, and paid time off.
• Shift-differential policy for higher-than-average customer call volume and less-desirable shifts.

Pay and Benefits Disclosure

• The starting hourly rate is $17.00 per hour, increasing to $20.00 per hour after 180 days of employment.
• Access to healthcare benefits, a 401(k) plan and 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.