Experienced Remote Customer Technical Support Specialist – Home Security and Automation Solutions
Join Our Team and Make a Real Impact in Saving Lives
Are you a problem-solver with a passion for customer service? Do you thrive in a fast-paced, constantly changing environment? If so, we want to hear from you! ADT, the #1 smart home security provider in the U.S., is urgently hiring for a Remote Customer Technical Support Specialist to join our team. As a key member of our Customer Technical Support Team, you will play a vital role in providing exceptional customer service, troubleshooting technical issues, and ensuring customer satisfaction.
About ADT
Since 1874, ADT has been dedicated to helping save lives by providing innovative home security and automation solutions. Our mission is clear: we help save lives for a living. With a commitment to continuous innovation, advanced technology, and strategic partnerships, we deliver products and services that protect and connect families, businesses, and larger commercial customers every day. Join our team today and put purpose behind your paycheck.
About the Role
As a Remote Customer Technical Support Specialist, you will be responsible for providing technical assistance and customer education to residential and small business customers via inbound phone calls. You will troubleshoot technical issues, walk customers through troubleshooting steps, and provide comprehensive issue resolution. Your passion for customer service, ownership of the customer experience, and ability to empathize with customers will make you an excellent fit for this role.
Responsibilities
* Self-manage and work independently in a fast-paced, constantly changing environment
- 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 customer's 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 a 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
What's in it for You?
* You play an important role in saving lives for a living
- ADT will provide all necessary equipment and resources to allow you to be successful in your role, which includes paid on-the-job training
- ADT provides great, highly competitive pay, paid time off, pet insurance, and other compensation perks (401k + matching, comprehensive medical benefits, etc.). We also offer tuition reimbursement for academic pursuits, adoption assistance, volunteer opportunities, childcare and eldercare resources, and much more.
- ADT offers a shift-differential policy that provides 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. ADT provides the opportunities and skills needed to learn and train so you can explore exciting opportunities across the ADT family that will continue to challenge and empower you.
Qualifications/Requirements
* 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
Experience
* Minimum of one (1) year of customer service experience required
- Technical experience is a plus but not required
Skills
* Excellent communication skills
- Able to type at least 35 wpm
- Intermediate knowledge of computer applications
- Strong organizational skills
Pay and Benefits Disclosure
The starting hourly rate for this position is $17.00 per hour and will reach $20.00 per hour after 180 days of employment. (You will receive incremental increases of $0.50 every 30 days until the rate of $20.00 is reached). We offer employees 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 among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.
ADT is an Equal Employment Opportunity (EEO) Employer
We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.
We Encourage You to Apply!
Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team. Apply now and take the first step towards a rewarding career with ADT! Apply To This Job Apply for this job