[Hiring] Technical Alarm Specialist @ADT

Role Description

Remote Technical Alarm Specialists are responsible for supporting Installation and/or Servicing customer alarm equipment while providing an awarding winning customer experience leveraging world class tools and technology. In this remote technical role, you will provide over-the-phone assistance troubleshooting and installing equipment via remote scheduled appointments to new and existing ADT customers.

Our goal is to provide support for our customers’ needs remotely while offering peace of mind in assisting customers with protecting what matters most to them.

Key Responsibilities:

• Engage with customers to understand their security needs and recommend products that enhance their home’s safety.
• Promote and drive the sales of security devices and services.
• Provide top-notch technical assistance to existing customers via scheduled outbound calls, ensuring swift and effective solutions.
• Troubleshoot and install a wide range of ADT products and services, clearly communicating complex issues and their resolutions to enhance the customer experience.
• Showcase in-depth knowledge of ADT products and services to enhance customer satisfaction.
• Educate the customer on the functionality of their system and identify additional security and home automation solutions.
• Address various technical issues, including:
• Landline and cell/radio communication failures
• Peripheral security devices including door/window sensors, glass break detectors, motion detectors, life safety equipment, etc.
• Trouble Conditions on Honeywell, Ademco, DSC, IQ, Command systems and more.
• Doorbells, Thermostats, Garage Door controls, Z-Wave and Wi-Fi extenders.
• Camera issues (offline, not recording, black screens, clips not saving)
• Education and Set-up for applications used by customers based on system type: ADT Pulse, Alarm.com, ADT+, Google Home, etc.

Qualifications

• High school diploma or equivalent required; some college credits or a degree preferred.
• At least 1 year of technical service experience is required.
• Strong technical aptitude, excellent problem-solving skills, and the ability to handle multiple tasks efficiently.
• One (1) year of home security systems technician experience is highly preferred.
• Work from home 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.

Benefits

• Work Remotely: Enjoy the flexibility and comfort of working from home.
• Career Growth: Advance through our tiered specialist program with opportunities for continuous learning and development.
• Impactful Work: Make a real difference by enhancing the safety and satisfaction of our customers.
• Supportive Team: Join a collaborative and supportive team dedicated to your success.
• Training: Best in class onboarding training offered.
• Pay range: $19.00-$26.00 an hour based on experience, qualifications, and the role you are selected for.
• 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; accrual rate increases after the first year.
• 6 paid holidays.

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.