Remote Customer Technical Support

Position Summary

ADT is seeking candidates with problem-solving skills to join our Customer Technical Support Team. You will assist customers with alarm system questions, troubleshoot technical issues, 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 over the phone.
• Use guided workflows to walk customers through troubleshooting steps and resolve issues.
• Present the Virtual Service Call process to save customers time and money.
• Avoid unscheduled visits by guiding customers to virtual and self-service options.
• Ensure excellent customer interactions through empathy, soft skills, and connection.
• Handle scheduling onsite technician visits if necessary.
• Work from home in a quiet, distraction-free space with adequate internet bandwidth.
• Be flexible and adaptable to changes and feedback.

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 is 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

• The starting hourly rate is $17.00 per hour, increasing to $20.00 per hour after 180 days of employment.
• We offer healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits, and paid time off.
• We provide up to 120 hours of accrued leave in the first year, with accrual rates increasing after the first year.
• We offer 6 paid holidays.
• We adhere to the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.