Virtual Alarm Technical Support Specialist

Company Overview:

ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses and larger commercial customer every day. Our continuous innovation, advanced technology and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go. And as times change, so do we. Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck. #WeAreADT

Check out more about life at ADT here.

Summary:

The ADT Virtual Service Center is looking for a remote specialist who will provide award-winning customer service and technical support. We are looking for someone with hands-on troubleshooting experience and an aptitude for problem solving. The Virtual Alarm Technical Support Specialist will assist our new and existing customers with installation and troubleshooting their ADT Security system and will correct issues to prevent unnecessary truck rolls. This will allow our current and future customers to receive top notch service virtually for any of their ADT products and will improve overall customer experience.

Responsibilities:

• Answer incoming calls and place outbound calls to existing customers to answer technical assistance questions and provide solutions.
• Install and troubleshoot ADT products and services and enhance the customer experience through excellent communication of complex situations and solutions.
• Demonstrate a strong knowledge of ADT products and services to enhance the ADT customer experience.
• Work closely with local ADT offices to schedule service appointments or other system maintenance such as:
  • Landline communication failures
  • Cell/radio failures
  • Pulse Gateway offline
  • Command panels, Nanos
  • Doorbells, thermostats
  • Garage door controls
  • Wifi extenders
  • Cameras (offline, not recording, black screens, clips not saving)
  • Pulse/command apps
  • Zwaves, programming issues

Knowledge, Skills, and Abilities:

• Strong ability to interact with customers remotely to negotiate spending time on the phone, working through the alarm issue remotely, or scheduling service within home or business.
• Strong communication skills and ability to empathize with customer; break down problems into understandable/common terms.
• Basic technical knowledge and understanding of how various systems interact with each other and provide sound/consistent installation.
• Required to understand and utilize various applications and tools such as Alarm.com, Alarmnet.com, 3PS, IT3, Pulse Admin, Informix, MasterMind, NICAD, Signal On Demand, and Geo Link systems.
• Technical aptitude, problem solving skills, and ability to prioritize multiple items.
• A minimum of one (1) year of technical customer service experience.
• High school diploma or equivalent.
• Some college credits: degree preferred.

ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.