Technical Support Specialist

This is a fully remote position, open to applicants in Alabama, +23 more states.

📋 Description

• Deliver specialized telephone technical assistance to ADT Direct, Authorized Dealer, Subcontractor personnel, and end-user customers.

• Ensure quality control of the account base through cut-in procedures.

• Process requests for various vendor applications tailored to installation configurations.

• Provide real-time installation quotes to field technicians and offer limited technical support to customers.

• Complete data entry tasks related to confirmation, including verifying test signals.

• Verify account status and details with field technicians and office staff.

• Input order information for technician upsells and process payments when applicable.

• Offer support for high-profile Custom Home accounts.

• Troubleshoot radio registrations and panel programming for failed confirmation requests.

• Assist with ad hoc data cleanup initiatives.

• Process data modifications and programming requests received through mail, fax, phone, or internal ticket on Informix and MasterMind.

• Collaborate closely with customers and coworkers in a team-oriented environment.

• Undertake other assigned projects as needed.

⛳️ Requirements

• High School Diploma or equivalent qualification.

• Six (6) months of ADT experience in inbound telephone groups, or one to two (1–2) years of relevant industry experience.

• Ability to successfully complete data and provisioning assessments during training sessions.

• Capability to maintain a high level of productivity and accuracy.

• Exceptional verbal and written communication abilities.

• Outstanding customer service skills.

• Proficient typing skills of 25 wpm.

• Strong computer proficiency.

• Excellent problem-solving and multitasking abilities.

🏝️ Benefits

• Healthcare benefits.

• 401(k) plan with company match.

• Short-term disability coverage.

• Long-term disability coverage.

• Life insurance.

• Wellbeing benefits.

• Paid time off, accruing up to 120 hours in the first year.

• Increased PTO accrual rate after the first year.

• 6 paid holidays.

• Incremental pay increases every 30 days until reaching $19.00 per hour after 180 days of employment.