Remote Technical Alarm Specialist

Position Overview

Remote Technical Alarm Specialists are responsible for supporting installation and/or servicing customer alarm equipment while providing an award-winning 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 support our customers' needs remotely while offering peace of mind in protecting what matters most.

Key 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 resolutions.
• Showcase in-depth knowledge of ADT products and services to enhance customer satisfaction.
• Educate the customer on the functionality of their system and identify additional security and home automation solutions to further enhance their 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 setup for applications based on system type, such as ADT Pulse, Alarm.com, ADT+, Google Home, etc.

Required 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 abilities, and the capacity to handle multiple tasks efficiently.
• Work from home position must have a private work area that is quiet, free of distractions, and meets company standards with adequate internet bandwidth.

Preferred Qualifications

• One (1) year of home security systems technician experience is highly preferred.

Benefits & Perks

• Compensation: The pay range is $16.66 - $31.01 an hour based on experience, qualifications, and role selected.
• Healthcare Benefits & 401(k): Access to healthcare benefits, a 401(k) plan with company match, short-term and long-term disability coverage, life insurance, wellbeing benefits, and paid time off. Employees accrue up to 120 hours in their first year, with an increased accrual rate thereafter.
• Paid Holidays: 6 paid holidays.
• Work Remotely: Enjoy the flexibility and comfort of working from home.
• Career Growth: Advance through our tiered specialist program with continuous learning and development opportunities.
• 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: Benefit from best-in-class onboarding training.