Customer Technical Support

This is a fully remote position, open to applicants in Alabama, +24 more locations.

📋 Description

• Manage incoming phone inquiries from residential and small business clients regarding alarm systems and home automation.

• Offer technical support and educate customers on product use.

• Diagnose software, hardware, and alarm-system problems through guided workflows.

• Guide customers step-by-step to resolve issues during the call.

• Introduce the Virtual Service Call process for issues that cannot be resolved remotely.

• Help customers arrange onsite visits from technicians when necessary.

• Provide compassionate customer interactions and effectively de-escalate situations.

• Maintain consistent, regular, and punctual attendance.

• Adapt to changes and incorporate feedback for continuous improvement in performance and technology.

⛳️ Requirements

• High school diploma or its equivalent.

• A minimum of one (1) year of experience in customer service is required.

• Strong troubleshooting abilities.

• Excellent organizational skills.

• Exceptional verbal and written communication skills.

• Must be reliable and dependable.

• Ability to empathize and establish connections with customers.

• Capable of multitasking, prioritizing tasks, and demonstrating initiative.

• Proven problem-solving and customer de-escalation abilities.

• Must be able to type at least 35 words per minute.

• Intermediate proficiency in computer applications.

• A private, quiet work area free from distractions that meets company standards.

• Sufficient internet bandwidth.

• Technical experience is advantageous but not mandatory.

🏝️ Benefits

• Paid training during employment.

• Provision of necessary equipment and resources.

• Paid time off.

• Pet insurance options.

• 401(k) plan with company matching.

• Comprehensive medical benefits.

• Tuition reimbursement opportunities.

• Adoption assistance programs.

• Opportunities for volunteering.

• Resources for childcare and eldercare.

• Shift-differential supplemental pay.

• Pathways for promotion and career development.

• Healthcare coverage.

• Short-term and long-term disability insurance.

• Life insurance coverage.

• Wellbeing benefits.

• Up to 120 hours of paid time off accrued in the first year.

• Six paid holidays each year.