[Remote] Remote Customer Technical Support

Note: The job is a remote job and is open to candidates in USA. ADT is the #1 smart home security provider in the U.S. and is seeking a Remote Customer Technical Support representative. The role involves assisting customers with alarm system questions and troubleshooting technical issues while providing exceptional customer service and support.ResponsibilitiesYou will work in a dynamic, collaborative environment, working closely with customers and coworkersAble to self-manage and work independently in a fast-paced, constantly changing environmentAble to multitask across multiple systems and applicationsReceive customer inbound phone calls for various alarm system and home automation issues providing technical assistance and customer educationTroubleshoot the customer’s technical issues by using our guided workflows which walk you and the customer step by step through various resolutions with the goal of solving the customers issue while on the phoneRegular, consistent and punctual attendanceDuties also include presenting our Virtual Service Call process that saves the customer both time and money if the problem can’t be solved on the callAssisting customers with scheduling an onsite Technician visit if required, after positively positioning Virtual and self-serve optionsStrong emphasis on providing excellent customer interactions and experiences by using empathy, soft skills, and connecting with the customerWFH position must have private work area that is quiet and free of distractions and meets company standards with adequate internet bandwidth to perform the rolePassion for customer service and ownership of the customer experience, including comprehensive issue resolutionBeing fluid with changes and receptive to feedback towards ongoing performance improvements and technological enhancementsSkillsHigh school diploma or equivalentTroubleshooting skillsStrong Organizational skillsExcellent communication skills (both verbal and written)Reliable and DependableAbility to empathize and connect with the customerAbility to multitask with ease, effectively prioritize tasks and be a self-starterDemonstrated proficient problem solving & customer de-escalation skillsMinimum of one (1) year of customer service experience requiredAble to type at least 35 wpmIntermediate knowledge of computer applicationsTechnical experience is a plus but not requiredBenefitsHealthcare benefits401(k) plan and company matchShort-term and long-term disability coverageLife insuranceWellbeing benefitsPaid time off6 paid holidaysCompany OverviewADT is a security company that provides smart home solutions and business security. It was founded in 1874, and is headquartered in Boca Raton, Florida, USA, with a workforce of 1001-5000 employees. Its website is http://www.adt.com.Company H1B SponsorshipADT has a track record of offering H1B sponsorships, with 25 in 2025, 42 in 2024, 34 in 2023, 40 in 2022, 32 in 2021, 20 in 2020. Please note that this does not guarantee sponsorship for this specific role.



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