Note: The job is a remote job and is open to candidates in USA. ADT is a smart home security provider focused on protecting and connecting families and businesses. The Customer Technical Support role assists residential and small business customers with alarm system and home automation questions, troubleshoots technical issues, provides customer education, and schedules technician visits when needed.
Responsibilities
- You will work in a dynamic, collaborative environment, working closely with customers and coworkers
- Able to self-manage and work independently in a fast-paced, constantly changing environment
- Able to multitask across multiple systems and applications
- Receive customer inbound phone calls for various alarm system and home automation issues providing technical assistance and customer education
- Troubleshoot the customer's technical issues by using our guided workflows which walk you and the customer step by step through various resolutions with the goal of solving the customers issue while on the phone
- Regular, consistent and punctual attendance
- Duties also include presenting our Virtual Service Call process that saves the customer both time and money if the problem can't be solved on the call
- Assisting customers with scheduling an onsite Technician visit if required, after positively positioning Virtual and self-serve options
- Strong emphasis on providing excellent customer interactions and experiences by using empathy, soft skills, and connecting with the customer
- WFH position must have private work area that is quiet and free of distractions and meets company standards with adequate internet bandwidth to perform the role
- Passion for customer service and ownership of the customer experience, including comprehensive issue resolution
- Being fluid with changes and receptive to feedback towards ongoing performance improvements and technological enhancements
Skills
- High school diploma or equivalent
- Troubleshooting skills
- Strong Organizational skills
- Excellent communication skills (both verbal and written)
- Reliable and Dependable
- Ability to empathize and connect with the customer
- Ability to multitask with ease, effectively prioritize tasks and be a self-starter
- Demonstrated proficient problem solving & customer de-escalation skills
- Minimum of one (1) year of customer service experience required
- Excellent communication skills
- Able to type at least 35 wpm
- Intermediate knowledge of computer applications
- Strong organizational skills
- Technical experience is a plus but not required
Benefits
- Remote work arrangement
- ADT will provide all necessary equipment and resources to allow you to be successful in your roles, which includes paid on-the-job training
- Paid time off
- Pet insurance
- 401k + matching
- Comprehensive medical benefits
- Tuition reimbursement for academic pursuits
- Adoption assistance
- Volunteer opportunities
- Childcare and eldercare resources
- Shift-differential policy providing employees with supplemental pay on top of their hourly rate during times of higher-than-average customer call volume and when working less-desirable shifts
- Pathway to promotion and opportunities and skills needed to learn and train across the ADT family
- Access to healthcare benefits
- A 401(k) plan and company match
- Short-term and long-term disability coverage
- Life insurance
- Wellbeing benefits
- Employees accrue up to 120 hours in their first year of paid time off
- 6 paid holidays
Company Overview