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Virtual Alarm Technical Support Specialist

Location: Boca Raton
Posted on: September 12, 2023

Job Description:

Company Overview:

ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses and larger commercial customer every day. Our continuous innovation, advanced technology and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go. And as times change, so do we. Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck. #WeAreADT

Check out more about life at ADT here.

Check out more about life atADThere.

Position Summary:
Provide assistance installing and troubleshooting both new and existing ADT products while working directly with Customers and Field Branches; correcting issues to prevent unnecessary truck rolls.

This ultimately allows our current and future customers to receive top notch service virtually for any of their ADT products and improves overall customer experience.Must possess strong ability to interact with customers remotely in order to negotiate spending time on the phone, working through the alarm issue remotely vs. receiving service within home or business.Strong communication skills and ability to empathize with customer, breaking down problems into understandable/common terms is also necessary. Basic technical knowledge and understanding of how various systems interact with each other and provide sound/consistent installation.Understanding and utilization of various applications and tools such as,, 3PS, IT3, Pulse Admin, Informix, MasterMind, NICAD, Signal On Demand, and Geo Link systems is required to install.

Major Responsibilities:

  • Answering incoming and placing outbound calls to existing customers to help answer technical assistance questions and providing solutions.
  • Troubleshooting ADT products and services and enhancing the customer experience through excellent communication of complex situations and solutions.
  • Demonstrate a strong knowledge of ADT products and services to help enhance the ADT customer experience.
  • Installation of ADT products and enhancing the customer experience through excellent communication of services offered and provide solutions to situations.
  • Closely working with local ADT offices to schedule service appointments or other system maintenance to help protect customers.
    • Landline Communication Failures
    • Cell/Radio Failures
    • Pulse Gateway offline
    • Command Panels, Nanos
    • Doorbells, Thermostats
    • Garage Door controls
    • Wifi extenders
    • Camera's (offline, not recording, black screens, clips not saving)
    • Pulse/Command Apps
    • Zwaves, Programming issues Schedules:

      Mid and Second Shift in Eastern Standard Time.


      Knowledge, Skills, and Abilities:
      • Technical aptitude, problem solving skills and ability to prioritize multiple items at once
      • A minimum of one (1) year of technical customer service experience
      • High school diploma or equivalent
      • Some college credits: degree preferred Other:
        • Paid virtual training - some in-person attendance may be required based on business needs.
          • At least 10 mbps broadband internet connection with the ability to hardwire via ethernet from cable modem to your PC
            • If you do not meet these requirements, you will be able to train in the center and does not disqualify you from the position.
            • Casual, yet energetic and engaging work environment
            • A culture of coaching, development, and career growth opportunities Pay and Benefits Disclosure:

              The pay range for this role is $16.01- $21.23 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.

              ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at to learn more.

Keywords: DEFENDERS, Boca Raton , Virtual Alarm Technical Support Specialist, IT / Software / Systems , Boca Raton, Florida

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