Remote Customer Technical Support Specialist

About ADT

Since 1874, ADT has been a leader in helping save lives through smart home security solutions. As the foremost provider in the U.S. for home security, ADT protects families, businesses, and commercial customers by offering innovative technology and reliable services. Our mission is to save lives, making a real impact through our work every day.

Position Summary

We are seeking candidates who excel in problem-solving, can work autonomously in a rapid, evolving environment, and possess the ability to multitask efficiently across several systems. You will guide customers through troubleshooting software and hardware issues, providing patient support to resolve technical difficulties. Strong customer service commitment and managing the overall customer experience with empathy and professionalism are essential for this role.

Responsibilities

• Collaborate effectively in a dynamic setting with customers and colleagues.
• Operate independently while adapting to a fast-changing atmosphere.
• Manage multiple applications and systems concurrently.
• Answer inbound calls addressing alarm system and home automation technical inquiries.
• Follow detailed troubleshooting protocols to resolve issues during calls.
• Maintain regular attendance and punctuality.
• Explain the Virtual Service Call option to customers to save time and cost when immediate resolution is unavailable.
• Coordinate onsite technician visits after promoting virtual and self-service options.
• Deliver exceptional customer interaction using empathy and strong interpersonal skills.
• Maintain a quiet, distraction-free home workspace with sufficient internet connectivity to meet company standards.
• Demonstrate ownership of customer issues and resolution.
• Adapt to changes, feedback, and continuous improvements in performance and technology.

Requirements

• High school diploma or equivalent qualification.
• Prioritize troubleshooting capabilities and organizational skills.
• Excellent spoken and written communication skills.
• Dependability and reliability with a commitment to attendance.
• Strong empathy skills to connect effectively with customers.
• Ability to multitask, prioritize independently, and take initiative.
• Proven experience in problem-solving and de-escalation in customer scenarios.

Experience

• At least one year of experience in customer service is required.
• Technical experience is advantageous but not mandatory.

Skills

• Proficient communication skills.
• Typing speed of at least 35 words per minute.
• Solid intermediate computer application proficiency.
• Strong organizational skills to manage workflow efficiently.

Compensation and Benefits

• The entry hourly wage starts at $17 and will increase incrementally by $0.50 every 30 days until reaching $20 after 6 months.
• Comprehensive benefits including healthcare, 401(k) with matching, short-term/long-term disability, life insurance, paid time off up to 120 hours first year, and six paid holidays.
• Paid, on-the-job training with all required equipment and support provided.
• Shift differential compensation during peak call volumes or less desirable shifts.
• Opportunities for career advancement and access to multiple employee support programs such as tuition reimbursement, adoption assistance, volunteer programs, childcare, and eldercare resources.

Additional Information

• This role requires a private, quiet workspace at home with reliable internet connectivity.
• Applications close by July 31, 2026, with an expected start date of September 14, 2026.
• Employment considerations comply with applicable fair chance laws regarding criminal record evaluations for specific regions.
• ADT values diversity, equity, and inclusion, striving to maintain a welcoming and supportive work environment for all employees.