Remote Customer Technical Support Specialist - Work from Home Opportunity with the #1 Smart Home Security Provider

Join a Legacy Company Making a Real Impact: ADT For over 145 years, ADT has been at the forefront of helping save lives by providing innovative smart home security solutions to families, businesses, and larger commercial customers across the U.S. As the #1 smart home security provider, we're committed to delivering products and services that protect life and valuables, whether at home, at work, or on the go. Our mission is clear: we help save lives for a living. If you're looking for a career where you can make a meaningful difference, join our team and put purpose behind your paycheck. At ADT, we're passionate about fostering a culture that values diversity, inclusivity, and employee growth. Our Customer Technical Support Team plays a vital role in ensuring our customers receive exceptional service, and we're now hiring talented individuals to join our team as Remote Customer Technical Support Specialists.

About the Role

As a Remote Customer Technical Support Specialist, you'll be the primary point of contact for our residential and small business customers, providing technical assistance and support for alarm system and home automation issues. You'll work independently in a fast-paced, dynamic environment, multitasking across multiple systems and applications to resolve customer issues efficiently. Key Responsibilities:

• Receive and respond to customer inbound phone calls, providing technical assistance and customer education for various alarm system and home automation issues.
• Troubleshoot customer technical issues using our guided workflows, walking customers step-by-step through various resolutions to solve their issues on the phone.
• Present our Virtual Service Call process to customers, saving them time and money when issues can't be resolved on the call.
• Assist customers with scheduling onsite Technician visits when required, after positively positioning Virtual and self-serve options.
• Maintain regular, consistent, and punctual attendance, ensuring a high level of customer satisfaction.
• Work in a private, quiet, and distraction-free workspace that meets company standards, with adequate internet bandwidth to perform the role.
• Demonstrate a passion for customer service and ownership of the customer experience, including comprehensive issue resolution.
• Be fluid with changes and receptive to feedback, driving ongoing performance improvements and technological enhancements.

What We're Looking For

To succeed in this role, you'll need: Essential Qualifications:

• High school diploma or equivalent.
• Minimum of one (1) year of customer service experience.
• Excellent communication skills (both verbal and written).
• Strong organizational skills and ability to multitask with ease.
• Troubleshooting skills and ability to follow guided troubleshooting steps.
• Reliable and dependable, with a strong work ethic.
• Ability to empathize and connect with customers.
• Typing speed of at least 35 wpm.
• Intermediate knowledge of computer applications.

Preferred Qualifications:

• Technical experience in a related field.
• Previous experience in a work-from-home or remote environment.

What You'll Gain By joining our team, you'll enjoy:

• A competitive hourly rate of $17.00, increasing to $20.00 after 180 days of employment.
• A comprehensive benefits package, including healthcare benefits, 401(k) plan with company match, short-term and long-term disability coverage, life insurance, and wellbeing benefits.
• Paid time off and 6 paid holidays per year.
• Opportunities for career growth and professional development, including tuition reimbursement and training programs.
• A dynamic and supportive work environment that values diversity and inclusivity.
• The satisfaction of working for a company that makes a real impact in people's lives.

Our Culture and Work Environment At ADT, we're committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. As a Remote Customer Technical Support Specialist, you'll work from home, enjoying the flexibility and autonomy that comes with it. We're looking for individuals who are self-motivated, disciplined, and passionate about delivering exceptional customer service. To ensure your success, we'll provide all necessary equipment and resources, including paid on-the-job training. Our shift-differential policy also offers supplemental pay for working less-desirable shifts or during times of higher-than-average customer call volume. Ready to Join Our Team? If you're a motivated and customer-focused individual looking fo