[Hiring] Customer Technical Support @ADT

Role Description

Are you a problem-solver? ADT is looking for qualified candidates that possess the ability to self-manage and work independently in a fast-paced, constantly changing environment. You should be able to multitask across multiple systems and applications, are comfortable navigating a technical environment with the ability to follow guided troubleshooting steps, such as troubleshooting software and hardware. We're searching for someone that is open to input, dependable, and has a distraction-free workspace. You should have a passion for customer service and ownership of the customer experience, including issue resolution. You're not only here to solve technical problems but also to de-escalate situations with customers by providing patient assistance and support.

The Customer Technical Support Team is responsible for all residential and small business inbound phone calls, which consists of:

• Assisting customers with alarm system questions
• Finding solutions for technical issues
• Walking the customer through troubleshooting steps
• Providing other technical assistance

Responsibilities

• Work in a dynamic, collaborative environment, closely with customers and coworkers
• 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 using guided workflows
• Maintain regular, consistent, and punctual attendance
• Present the Virtual Service Call process that saves the customer both time and money
• Assist customers with scheduling an onsite Technician visit if required
• Provide excellent customer interactions and experiences using empathy and soft skills
• Maintain a private work area that is quiet and free of distractions
• Be receptive to feedback for ongoing performance improvements and technological enhancements

Qualifications

• 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 and effectively prioritize tasks
• Demonstrated proficient problem-solving & customer de-escalation skills

Requirements

• Minimum of one (1) year of customer service experience required
• Technical experience is a plus but not required
• Able to type at least 35 wpm
• Intermediate knowledge of computer applications

Benefits

• Starting hourly rate of $17.00, reaching $20.00 after 180 days
• Incremental increases of $0.50 every 30 days until the rate of $20.00 is reached
• Access to healthcare benefits
• 401(k) plan with 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
• Tuition reimbursement for academic pursuits
• Adoption assistance
• Volunteer opportunities
• Childcare and eldercare resources
• Shift-differential policy for supplemental pay
• Pathway to promotion with opportunities for growth

Company Description

ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses, and larger commercial customers every day. Our continuous innovation, advanced technology, and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business, or on the go.

Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck.