Remote Home Security Tech Support Specialist

ADT; Frankfort (KY); On-site; USD 23,000 - 28,000; Full time

Benefits offered by this job

Paid on-the-job training

Competitive pay

Medical benefits

401(k) with company match

Paid time off

Job summary

ADT is seeking a Customer Technical Support professional to assist residential and small business customers with alarm system questions and technical issues. You will guide customers through troubleshooting steps, provide empathetic service, and de-escalate difficult situations over the phone.

This remote role requires a quiet workspace, strong communication, and the ability to multitask across multiple systems while delivering high-quality support and ownership of the customer experience.

Qualifications

• High school diploma or equivalent.
• Troubleshooting skills.
• Strong Organizational skills.
• Excellent communication skills (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.

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

Skills

Communication skills

Typing 35 wpm

Computer literacy

Organizational skills

Education

High school diploma

Job description

ADT is seeking a Customer Technical Support professional to assist residential and small business customers with alarm system questions and technical issues. You will guide customers through troubleshooting steps, provide empathetic service, and de-escalate difficult situations over the phone.

This remote role requires a quiet workspace, strong communication, and the ability to multitask across multiple systems while delivering high-quality support and ownership of the customer experience.