About the position
As a Remote Technical Alarm Specialist at ADT, you will play a crucial role in supporting the installation and servicing of customer alarm equipment while delivering an award-winning customer experience. This position allows you to work remotely, providing over-the-phone assistance to troubleshoot and install equipment for both new and existing ADT customers. Your primary goal will be to ensure that customers feel secure and supported in protecting what matters most to them. You will leverage world-class tools and technology to provide effective solutions and enhance customer satisfaction. In this role, you will be responsible for making scheduled outbound calls to existing customers, providing top-notch technical assistance. You will troubleshoot and install a wide range of ADT products and services, clearly communicating complex issues and their resolutions. Your in-depth knowledge of ADT products will be essential in educating customers about the functionality of their systems and identifying additional security and home automation solutions that can enhance their home experience. You will address various technical issues, including communication failures with landline and cell/radio systems, peripheral security devices such as door/window sensors and motion detectors, and trouble conditions on various alarm systems. Additionally, you will assist customers with issues related to doorbells, thermostats, garage door controls, and camera functionalities. Your expertise will also extend to guiding customers through the setup and education of applications used with their systems, such as ADT Pulse, Alarm.com, and Google Home.
Responsibilities
- Provide top-notch technical assistance to existing customers via scheduled outbound calls, ensuring swift and effective solutions.
- Troubleshoot and install a wide range of ADT products and services, clearly communicating complex issues and their resolutions to enhance the customer experience.
- Showcase in-depth knowledge of ADT products and services to enhance customer satisfaction.
- Educate customers on the functionality of their system and identify additional security and home automation solutions to further enhance the customer's home.
- Address various technical issues, including landline and cell/radio communication failures, peripheral security devices, and trouble conditions on various alarm systems.
- Assist customers with issues related to doorbells, thermostats, garage door controls, and camera functionalities.
- Guide customers through the setup and education of applications used with their systems, such as ADT Pulse, Alarm.com, and Google Home.
Requirements
- High school diploma or equivalent required; some college credits or a degree preferred.
- At least 1 year of technical service experience is required.
- Strong technical aptitude and excellent problem-solving skills.
- Ability to handle multiple tasks efficiently.
- One (1) year of home security systems technician experience is highly preferred.
- Must have a private work area that is quiet and free of distractions and meets company standards with adequate internet bandwidth.
Nice-to-haves
- Experience with Honeywell, Ademco, DSC, IQ, Command systems and more.
- Familiarity with Z-Wave and Wi-Fi extenders.
Benefits
- Access to healthcare benefits
- 401(k) plan with company match
- Short-term and long-term disability coverage
- Life insurance
- Wellbeing benefits
- Paid time off (up to 120 hours in the first year, increasing after the first year)
- 6 paid holidays
- Best in class onboarding training
- Career growth opportunities through a tiered specialist program
