Technical Support Specialist

Vivint; Lindon (UT); Remote; USD 60,000 - 80,000; Full time

Job summary

Join a leading smart home company as a Customer Solutions Specialist. Engage in a comprehensive training program to deliver exceptional customer service while managing technical support and account inquiries. Enjoy competitive pay progression and a supportive work environment.

Benefits

Free daily lunch and drinks

Paid holidays

Flexible time off

Employee discounts

Comprehensive health coverage

401(k) with employer match

Qualifications

• Must be at least 18 years old.
• Typing speed of at least 40 WPM.

Responsibilities

• Handle customer calls and troubleshoot advanced equipment issues.
• Document and update records accurately in information systems.
• Promote products and services, earning commissions.

Skills

Customer Service

Problem Solving

Communication

Multitasking

Technical Skills

Job description

Welcome to the intersection of energy and home services. At NRG, we’re driven by our passion to create a smarter, cleaner, and more connected future.

Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer, and more sustainable homes.

Who We Are Looking For

We are seeking individuals with a desire to deliver world-class customer service, a love of technology, and a passion for building a career. As a Customer Solutions Specialist, you will complete a 6-month paid training program where you will become an expert in managing our customers' experience by handling a variety of calls, including account and technical support, outbound calls, and promoting value-added services and products. Your interactions will provide peace of mind to our customers.

What You Will Be Doing

You will undergo three comprehensive training stages, leading to full responsibilities and pay of a Tier 3 Specialist upon successful completion.

Training: Paid, Mandatory training

Starting Rate: $16.75/hr

Potential to earn up to $20.25/hr within your first year.

Pay Progression:

• Tier 2 (90 Days): $17.75/hr
• Tier 3 (180 Days): $18.75/hr
• Post Tier 3: $20.25+ based on performance

During Training, You Will Learn To

• Confidently handle customer calls and troubleshoot advanced equipment issues with high customer satisfaction
• Document and update records accurately in information systems
• Deescalate customer interactions and resolve complex issues
• Generate customer referrals and promote our products and services, earning commissions

What Will Make You Successful

• Ability to think creatively and find customized solutions
• Thrives in a high-volume contact center environment
• Finds success and value in solving customer concerns
• Resilient with a strong ability to recover from escalated interactions
• Passionate about helping others and exceeding customer and team expectations
• Excellent verbal and written communication skills
• Effective multitasking, prioritization, and self-motivation
• Tech-savvy with prior technical exposure or interest
• Confident in promoting upgrades and new products; sales experience is a plus
• Maintains confidentiality and demonstrates a desire to learn and grow

Minimum Requirements

• Must be at least 18 years old
• Must obtain a Burglar Alarm License through Utah's Division of Occupations and Professional Licensing (paid by Vivint)
• Not located in CA, CT, DC, ME, or WA
• Typing speed of at least 40 WPM

Required Working Conditions

• Work from home with a private, quiet space
• Own and maintain required equipment: a Windows 10+ computer with at least 8 GB RAM, webcam, wired headset, reliable internet (10 Mbps download/upload), and a second monitor if possible

Perks and Benefits

• Free daily lunch and drinks on-site (if applicable)
• Paid holidays, flexible time off
• Employee discounts, onsite health facilities, gym, gaming areas
• Comprehensive health coverage, 401(k) with employer match
• Employee resource groups

Work Environment & Safety

This role operates in a professional office environment, using standard office equipment. Vivint emphasizes a safety culture, requiring all employees to complete safety training, adhere to safety protocols, and report hazards.

Additional Notes

We do not hire for this role in CA, CT, DC, ME, or WA. Compensation varies based on market and experience, starting at $16.75/hr with potential increases based on performance and training progression. We are committed to a drug-free workplace and comply with all applicable laws regarding employment and safety.