[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.

ADT is committed to hiring team members who are passionate about providing exceptional customer service – people who understand the importance of customer satisfaction and what it means to their career development. As a company that is well-positioned to continue meeting and exceeding our customers’ evolving needs, ADT also takes pride in upholding a rewarding work experience for all of our team members. 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, and other technical assistance.

Responsibilities

• Work in a dynamic, collaborative environment, 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 guided workflows.
• Regular, consistent, and punctual attendance.
• Present the Virtual Service Call process that saves the customer both time and money if the problem can’t be solved on the call.
• Assist customers with scheduling an onsite Technician visit if required.
• Strong emphasis on providing excellent customer interactions and experiences.
• WFH position must have a private work area that is quiet and free of distractions.
• Passion for customer service and ownership of the customer experience.
• Being fluid with changes and receptive to feedback towards ongoing performance improvements.

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, effectively prioritize tasks, and be a self-starter.
• 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.

Benefits

• Starting hourly rate of $17.00, reaching $20.00 after 180 days of employment.
• Incremental increases of $0.50 every 30 days until the rate of $20.00 is reached.
• 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.
• Accrual of up to 120 hours in the first year, with an increased accrual rate after the first year.
• 6 paid holidays.
• Shift-differential policy providing supplemental pay during higher-than-average customer call volume.
• Pathway to promotion with opportunities to learn and train.

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. And as times change, so do we.

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.