Remote Customer Technical Support

ADT • Jacksonville, FL

1d • $17 - $20 • Remote

About The Position

ADT is hiring a remote Customer Technical Support team member to assist residential and small business customers with alarm system and home automation questions. The role handles inbound phone calls, provides technical assistance and customer education, and guides customers through troubleshooting using step-by-step workflows. The goal is to resolve issues during the call when possible, de-escalating concerns and delivering a patient, empathetic customer experience.

The position requires someone who can work independently in a fast-paced, changing environment, manage multiple systems and applications, and respond well to feedback and evolving technology. The work-from-home setup must include a private, quiet, distraction-free workspace that meets company standards and adequate internet bandwidth. ADT provides the equipment and resources needed for the role, along with paid on-the-job training.

When an issue cannot be resolved on the call, the employee presents ADT’s Virtual Service Call process and assists with scheduling an onsite technician visit when necessary, after positioning virtual and self-service options. The role also requires regular, consistent, and punctual attendance. The position is scheduled to start on 01/18/2027. The starting rate is $17.00 per hour, increasing by $0.50 every 30 days until it reaches $20.00 per hour after 180 days of employment.

Requirements

• High school diploma or equivalent.
• At least one year of customer service experience.
• Troubleshooting skills.
• Strong organizational skills.
• Excellent verbal and written communication skills.
• Reliability and dependability.
• Ability to empathize and connect with customers.
• Ability to multitask, prioritize tasks effectively, and work as a self-starter.
• Demonstrated problem-solving and customer de-escalation skills.
• Ability to type at least 35 words per minute.
• Intermediate knowledge of computer applications.

Nice To Haves

• Technical experience.

Responsibilities

• Work collaboratively with customers and coworkers in a dynamic environment.
• Receive inbound customer calls about alarm system and home automation issues and provide technical assistance and customer education.
• Troubleshoot customer issues using guided workflows that lead the employee and customer through possible resolutions.
• Aim to resolve customer issues while on the phone.
• Present the Virtual Service Call process when an issue cannot be resolved during the call.
• Assist customers with scheduling an onsite technician visit when required, after presenting virtual and self-service options.
• Provide excellent customer interactions through empathy, communication skills, and personal connection.
• Maintain regular, consistent, and punctual attendance.
• Respond constructively to feedback, changing requirements, and technological enhancements.
• Work from a private, quiet, distraction-free area with adequate internet bandwidth that meets company standards.

Benefits

• Paid on-the-job training.
• Paid time off.
• Pet insurance.
• 401(k) plan with company match.
• Comprehensive medical benefits and access to healthcare benefits.
• Tuition reimbursement.
• Adoption assistance.
• Volunteer opportunities.
• Childcare and eldercare resources.
• Shift-differential supplemental pay for higher-than-average customer call volume and less-desirable shifts.
• Short-term and long-term disability coverage.
• Life insurance.
• Wellbeing benefits.
• Up to 120 hours of accrued paid time off in the first year, with an increased accrual rate after the first year.
• Six paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED