Senior Customer Success & Technical Support Specialist

ADT Security; Auckland; On-site; NZD 70,000 - 90,000; Full time

Job summary

ADT Security is seeking a Customer Success Consultant in Auckland to deliver end-to-end support for ADT customers. You will handle calls, email, and chat, troubleshoot basic security-related issues, schedule field technician visits in Salesforce, and ensure accurate case logging and handovers to other teams.

The role emphasizes a customer-first mindset, excellent communication, and Salesforce proficiency, with five or more years in similar roles within the security industry.

Qualifications

• Bachelor’s degree in a relevant subject
• Significant experience in the same position or within the security industry for five+ years
• Salesforce proficiency and ability to navigate cases, tasks and dashboards
• Strong communication and a customer-first mindset

Responsibilities

• Provide prompt, accurate, and friendly assistance to customers by phone, email, or chat
• Answer inbound customer and technician calls with professionalism and provide fast, accurate help for general enquiries, faults and service requests
• Deliver warm transfers and handovers to specialists or other teams with full context for a seamless customer experience
• Minimise enquiries needing higher-level support through effective first-contact resolution
• Troubleshoot basic technical issues and resolve where possible on first contact
• Book and schedule field technician visits in Salesforce, confirm parts availability and ensure correct ETA
• Accurately record case notes, call outcomes and job details in Salesforce to support billing, auditing and handovers
• Use Salesforce Cases as the single source of truth for all customer communications
• Develop rapport with customers, technicians, and internal stakeholders to foster trust and loyalty
• Comply with ADT Zero Harm Vision and integrated Management System

Skills

Customer-first mindset

Excellent communication

Salesforce proficiency

Organised & detail-oriented

Team player

Adaptable & self-motivated

Time management

Technical aptitude

Education

Bachelor’s degree in relevant subject (Business Administration, Computer Science or similar)

Tools

Salesforce

Job description

ADT Security is seeking a Customer Success Consultant in Auckland to deliver end-to-end support for ADT customers. You will handle calls, email, and chat, troubleshoot basic security-related issues, schedule field technician visits in Salesforce, and ensure accurate case logging and handovers to other teams.

The role emphasizes a customer-first mindset, excellent communication, and Salesforce proficiency, with five or more years in similar roles within the security industry.