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Remote Technical Alarm Specialist ID-25304

Remote Technical Alarm Specialists are responsible for supporting Installation and/or Servicing customer alarm equipment while providing an awarding wining customer experience leveraging world class tools and technology. In this remote technical role, you will provide over-the-phone assistance troubleshooting and installing equipment via remote scheduled appointments to new and existing ADT customers. Our goal is to provide support for our customers’ needs remotely while offering peace of mind in assisting customers with protecting what matters most to them.

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Key Responsibilities:

  • You will work in a dynamic, collaborative environment, working closely with customers and coworkers.
  • 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.
  • Educated the customer 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 including door/window sensors, glass break detectors, motion detectors, life safety equipment, etc.
    • Trouble Conditions on Honeywell, Ademco, DSC, IQ, Command systems and more.
    • Doorbells, Thermostats, Garage Door controls, Z- Wave and Wi-Fi extenders.
    • Camera issues (offline, not recording, black screens, clips not saving)
    • Education and Set-up for applications used by customers based on system type. ADT Pulse, Alarm.com, ADT+, Google Home, etc.

Experience & Qualifications

  • High school diploma or equivalent required; some college credits or a degree preferred.
  • At least 1 year of technical service experience is required.
  • Skills: Strong technical aptitude, excellent problem-solving skills, and the ability to handle multiple tasks efficiently.
  • One (1) year of home security systems technician experience is highly preferred.
  • Work from home position must have private work area that is quiet and free of distractions and meets company standards with adequate internet bandwidth to perform the role.

Why Join ADT?

  • Work Remotely: Enjoy the flexibility and comfort of working from home.
  • Career Growth: Advance through our tiered specialist program with opportunities for continuous learning and development.
  • Impactful Work: Make a real difference by enhancing the safety and satisfaction of our customers.
  • Supportive Team: Join a collaborative and supportive team dedicated to your success.
  • Training: Best in class onboarding training offered.

Pay and Benefits Disclosure:

The pay range for this role is $16.66- $31.01 an hour, and is based on experience and qualifications. We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.

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When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

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