Remote Customer Tech Support Specialist – Troubleshooting

ADT; New York (NY); Remote; USD 23,000 - 28,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) with company match

Paid time off

Tuition reimbursement

Job summary

ADT is seeking a Customer Technical Support professional who can self-manage in a fast-paced, changing environment. You will handle residential and small business inbound calls, guide customers through troubleshooting, and de-escalate situations with empathy.

The role offers paid on-the-job training, competitive pay up to $20/hour after 180 days, 401(k) with match, healthcare, PTO, tuition reimbursement, and other resources. A private, quiet WFH space with reliable internet is required.

Qualifications

• Excellent communication skills, both verbal and written.
• Able to type at least 35 wpm.
• Intermediate knowledge of computer applications.
• Strong organizational skills.
• Reliable and Dependable; empathize and connect with customers.

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 guided workflows through resolutions with the goal of solving on the call
• Regular, consistent and punctual attendance
• Presenting our Virtual Service Call process to save time and money if the problem can’t be solved on the call
• Assisting customers with scheduling an onsite Technician visit if required, after positive positioning of Virtual and self-serve options
• Strong emphasis on excellent customer interactions and experiences using empathy and soft skills
• WFH position must have private work area that is quiet and meets company standards with adequate internet bandwidth
• Passion for customer service and ownership of the customer experience, including comprehensive issue resolution
• Being fluid with changes and receptive to feedback towards performance improvements and technological enhancements

Skills

Excellent communication skills

Typing speed 35 wpm

Computer applications knowledge

Strong organizational skills

Education

High school diploma or equivalent

Job description

ADT is seeking a Customer Technical Support professional who can self-manage in a fast-paced, changing environment. You will handle residential and small business inbound calls, guide customers through troubleshooting, and de-escalate situations with empathy.

The role offers paid on-the-job training, competitive pay up to $20/hour after 180 days, 401(k) with match, healthcare, PTO, tuition reimbursement, and other resources. A private, quiet WFH space with reliable internet is required.