Remote Customer Technical Support

ADT•Jacksonville, FL

4d•Remote

About The Position

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.

Requirements

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
Minimum of one (1) year of customer service experience required.
Able to type at least 35 wpm.
Intermediate knowledge of computer applications.
Strong organizational skills.

Nice To Haves

Technical experience is a plus but not required

Responsibilities

You will work in a dynamic, collaborative environment, working 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 our guided workflows which walk you and the customer step by step through various resolutions with the goal of solving the customers issue while on the phone
Regular, consistent and punctual attendance
Duties also include presenting our Virtual Service Call process that saves the customer both time and money if the problem can’t be solved on the call.
Assisting customers with scheduling an onsite Technician visit if required, after positively positioning Virtual and self-serve options.
Strong emphasis on providing excellent customer interactions and experiences by using empathy, soft skills, and connecting with the customer
WFH position must have private work area that is quiet and free of distractions and meets company standards with adequate internet bandwidth to perform the role
Passion for customer service and ownership of the customer experience, including comprehensive issue resolution
Being fluid with changes and receptive to feedback towards ongoing performance improvements and technological enhancements