Remote Customer Technical Support

Position Summary

ADT is seeking candidates with problem-solving abilities to join our team. Ideal candidates are self-managing, independent workers capable of handling a fast-paced, ever-changing environment. They should be adept at multitasking, navigating technical environments, and following guided troubleshooting steps.

Responsibilities

• Work in a dynamic, collaborative environment, assisting customers with alarm system questions and technical issues.
• Provide technical assistance and customer education over the phone, guiding customers through troubleshooting steps.
• Solve technical issues and assist customers in scheduling onsite technician visits if necessary.
• Present the Virtual Service Call process to save customers time and money, and position virtual and self-service options.
• Ensure excellent customer interactions and experiences through empathy, soft skills, and active listening.
• Handle calls from residential and small business customers, addressing alarm system inquiries and technical issues.
• Work remotely in a quiet, distraction-free space with adequate internet bandwidth.
• Be flexible with changes and receptive to feedback for ongoing performance improvements and technological enhancements.

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 effectively
• Demonstrated proficient 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 Disclosure

• Starting hourly rate: $17.00, reaching $20.00 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, increasing after the first year
• 6 paid holidays