Technical Support Specialist - Remote

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

Job summary

A leading home technology company in Lindon, Utah is seeking a Customer Solutions Specialist to provide exceptional customer service. This role includes a paid training program and career advancement opportunities, with starting pay of $17.00/hr, increasing based on training completion. Applicants should be tech-savvy and excel in communication. Enjoy a dynamic work environment with perks like free lunches and flexible paid time off.

Benefits

Free daily lunch and drinks

Paid holidays and flexible time off

Medical/dental/vision/life coverage

401(k) + Employer Match

Onsite health clinic

Qualifications

• Minimum 18 years of age.
• Must obtain a Burglar Alarm License (paid by Vivint).
• Typing speed of at least 40 wpm.

Responsibilities

• Field customer calls and troubleshoot advanced equipment issues.
• Document and update records.
• Generate customer referrals and offer products/services.

Skills

Customer service

Technical troubleshooting

Communication skills

Sales experience

Multitasking

Tools

Windows 10 or higher

USB wired headset

Job description

Overview

As an NRG employee, we encourage you to take charge of your career and development journey. We invite you to explore exciting opportunities across our businesses. You\'ll find that our dynamic work environment provides variety and challenge. Your growth is key to our ongoing success — take the lead in shaping your career development, goals and future!

Who we are looking for

We are looking for individuals with a desire to deliver world-class customer service, a love of technology, and a passion for proactively building a career. As a Customer Solutions Specialist, you will complete a 6-week paid training program where you will become an expert in owning our customers\' experience by handling a wide array of calls including but not limited to: customers who need account and/or technical support, outbound calls, and providing value added services and products to our customers. You will deliver peace of mind in your interactions with customers.

What you will be doing

You will complete three comprehensive training stages that, upon successful completion, will lead to the full responsibilities and pay of a Tier 3 Specialist. Training is paid and mandatory.

Starting Rate: $17.00/hr. Potential to make up to $20.25/hr within the first year. Pay increases with training as follows:

• Tier 2 (90 Days): $17.75
• Tier 3 (180 Days): $18.75
• Additional career opportunities available after Tier 3 based on performance — $20.25+

During training you will learn to

• Confidently field customer calls and troubleshoot advanced equipment issues with a high level of customer experience
• Accurately document and update records in required information systems
• Deescalate customers and find resolution for complex issues
• Earn commissions through generating customer referrals and offering promotions, products, and services for our Partner Insurance Agency, Solar and NRG

What will make you successful

• A predisposition to think outside of the box and find customized solutions
• Ability to thrive in a high-volume contact center
• A sense of success and value from solving customer concerns
• A high degree of resiliency and "bounce-back" due to escalated customers
• Passion for helping others; going above and beyond for customers and teammates
• Excellent communication (verbal and written) and relationship-building skills
• Ability to multitask with ease, effectively prioritize tasks and be a self-starter
• Demonstrated tech-savviness, prior technical exposure, or interest
• Confident and prepared to initiate promotional and product upgrade conversations with customers; previous sales experience is a plus
• Ability to maintain a high level of confidentiality
• Innate desire to learn and develop

Minimum requirements

• Must be at least 18 years of age
• Must obtain a Burglar Alarm License through the Division of Occupations and Professional Licensing with the State of Utah (paid for by Vivint)
• Cannot be located in CA, CT, DC, ME, or WA
• Be able to type a minimum of 40 wpm

Required working conditions

• Work-from-home employees cannot be the primary caregivers for children, other people, or pets while on shift
• Have a quiet and private location from which to work
• Must be able to provide your own equipment, including: a computer no older than 5-7 years and a webcam, 8 GB RAM (16 GB recommended)
• Computer must run Windows 10 or higher
• A USB wired headset with a microphone
• Reliable internet: 50 Mbps download and 25 Mbps upload; wired connection
• A second monitor is strongly recommended ifusing a laptop
• An external mouse (if using a laptop)

Learn about the Vivint culture

Vivint culture is a great place to grow your career. Here are highlighted perks you should ask us about:

• Free daily lunch and drinks on site
• Paid holidays and flexible paid time away
• Employee/Friends/Family discounts
• Onsite health clinic, gym, gaming tables
• Medical/dental/vision/life coverage & 24/7 Medical Hotline
• 401(k) + Employer Match
• Employee Resource Groups

Working conditions and safety

WORKING CONDITIONS: This job operates in a professional office environment and routinely uses standard office equipment. SAFETY: Vivint enforces a safety culture with training requirements and responsibilities for maintaining a safe workplace. Employees must adhere to all instructions and report hazards.

We are not open to hiring candidates to work out of the following locations: CA, CT, DC, ME, or WA.

NRG Energy is committed to a drug- and alcohol-free workplace. To the extent permitted by law, employees are subject to periodic random drug testing and post-accident testing. EOE AA M/F/Vet/Disability. Total rewards may include the items listed above. The base pay for this position is $16.75, with variations by market location and experience.

Official description on file with Talent.