Remote Customer Technical Support

Position Summary

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

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 solutions.
• Present the Virtual Service Call process to save customers time and money, and assist with scheduling onsite technician visits.
• Ensure excellent customer interactions and experiences by using empathy, soft skills, and connecting with customers.
• Must have a private, distraction-free workspace suitable for WFH and meet company standards for 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 is a plus but not required.

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, company match, short-term and long-term disability coverage, life insurance, wellbeing benefits, and paid time off.
• Employees accrue up to 120 hours in their first year, with accrual rates increasing after the first year.
• We offer 6 paid holidays.