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Field Support Center Customer Care Technician
Ref No.: 16-01877
Location: 3190 S Vaughn Way Aurora CO 80014 United States, Colorado
Position Type:Contract
Start Date / End Date: 06/15/2016 to 09/30/2016
Position Summary:
ADT is committed to hiring team members who are passionate about providing exceptional customer service - people who understand the importance of customer satisfaction and what it means to their career development. As a company that is well-positioned to continue meeting and exceeding our customers' evolving needs, ADT also takes pride in upholding a rewarding work experience for all of our team members. The Field Support Center Customer Care Technician provides specialized telephone technical support to SSO and Authorized Dealer personnel and end-user customers, as well as provides quality control of the account base through cut-in procedures.

Duties and Responsibilities:
  • Download radio and alarm panel programming information into new/existing accounts in response to telephone requests.
  • Process requests for multiple vendor applications customized by install configuration.
  • Complete data entry associated with downloading, including confirmation of test signals.
  • Provide real-time installation quotes to field technicians and limited technical support to customers. Enter order information into the system for technician upsells and process payments as applicable.
  • Troubleshoot system functionality related to radio registrations and panel programming in response to failed confirmation requests.
  • Process data changes received via mail, fax, phone or internal ticket on Informix and MasterMind.
  • Support false alarm research and damage claims, as well as provide support for other data cleanup projects.
  • Other projects as assigned
Education/Certification:
  • High School Degree or equivalent
Experience:
  • Six (6) months of ADT experience in inbound telephone groups (i.e.,CSG, TAS)
  • One to two (1-2) years of related industry experience.
Skills:
  • Ability to successfully pass data and provisioning assessments during training.
  • Excellent verbal and written communication skills
  • Excellent customer service skills
  • Ability to type 30 wpm
  • Excellent working computer knowledge
  • Strong problem-solving and multi-tasking skills a must



Job Title:

Field Support Center Customer Care Technician (Click to View Job Title Detail Description)





CWR Type:

w2

Reason:

New Position


Qualifications:
Ability to successfully pass data and provisioning assessments during training. Excellent verbal and written communication skills Excellent customer service skills Excellent working computer knowledge; must be able to toggle between multiple screens/applications Strong problem-solving and multi-tasking skills a must

Responsibilities:
This position is in our call center and our agents are on the phone with the ADT Technicians that are in the field, in our customers homes or small businesses doing the actual new alarm installation. It requires a keen attention to detail as one mistake can prevent us from saving someone s life. They must have a critical attention to detail with data entry as they are building the account. They are sending out signals, troubleshooting issues, using programming knowledge for radio and alarm panel systems and while they are on the phone they have to be very technically savvy as they are toggling between 10-12 different ADT and vendor proprietary applications and systems.




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