Customer Technical Support
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Job Description
ADT customer support specialist troubleshooting alarm and home-automation issues. Handling inbound calls, guiding customers through resolutions, and arranging technician visits when needed.
Responsibilities:
- Handle inbound phone calls from residential and small business customers about alarm systems and home automation
- Provide technical assistance and customer education
- Troubleshoot software, hardware, and alarm-system issues using guided workflows
- Walk customers step by step through resolutions with the goal of resolving issues during the call
- Present the Virtual Service Call process when issues cannot be solved remotely
- Assist customers with scheduling onsite technician visits when required
- Provide empathetic customer interactions and de-escalate situations
- Maintain regular, consistent, and punctual attendance
- Adapt to changes and incorporate feedback for ongoing performance and technology improvements
Requirements:
- High school diploma or equivalent
- Minimum of one (1) year of customer service experience required
- Troubleshooting skills
- Strong organizational skills
- Excellent verbal and written communication skills
- Reliable and dependable
- Ability to empathize and connect with customers
- Ability to multitask, prioritize tasks, and self-start
- Demonstrated problem-solving and customer de-escalation skills
- Ability to type at least 35 wpm
- Intermediate knowledge of computer applications
- Private, quiet, distraction-free work area meeting company standards
- Adequate internet bandwidth
- Technical experience is a plus but not required
Benefits:
- Paid on-the-job training
- Necessary equipment and resources provided
- Paid time off
- Pet insurance
- 401(k) plan and company match
- Comprehensive medical benefits
- Tuition reimbursement
- Adoption assistance
- Volunteer opportunities
- Childcare and eldercare resources
- Shift-differential supplemental pay
- Pathway to promotion and career development opportunities
- Healthcare benefits
- Short-term and long-term disability coverage
- Life insurance
- Wellbeing benefits
- Up to 120 hours accrued in the first year
- 6 paid holidays
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