Technical Assistance Representative (TAG) – Taleo Job Description

Position Summary

  • Provide technical support to ADT customers over the phone.
  • Provide exceptional service and support to customer by troubleshooting customer technical alarm issues effectively and completely over the phone.
  • Must be customer obsessed and ensure first contact resolution with our customers delivering excellent service in every experience.
  • Evaluate customers concern and resolve problems to customer satisfaction.
  • Make the necessary and appropriate decision to dispatch an authorized service provider when on-site service is required.
  • Creation and proper assignment of service tickets.
  • Receive incoming calls from servicing dealers for purposes of assisting with the actual service call.
  • Maintain individual performance relative to inbound phone answer rates and customer satisfaction as well as contributing to team goals and performance.
  • Effectively utilize both customer service skills as well as technical abilities to satisfy our customer’s equipment needs.
  • Completion of  ADT Technical Training (TAG)
  • Process calls as well as working emails/callbacks for Pulse, Commercial, and special project customers
  • Flexible and willing to provide support on special projects as assigned by management.



  • Associates degree, Bachelor’s degree, technical certificate preferred or 2 years related experience preferred


  • Must possess demonstrated troubleshooting and technical skills (candidate MUST be able to provide examples of troubleshooting techniques),
  • Intermediate to advanced computer knowledge, apps usage, cloud technology, networking and camera/DVRs
  • Strong written and oral communication skills and the ability to effectively communicate in a variety of situations.
  • Self-motivated, detail-oriented and strong organizational skills


  • Outstanding customer service skills and dedication to the customer service experience.
  • Demonstrated technical experience with ADT or like experience in another organization.
  • Has met or exceeded performance expectations in previous positions.

Our Customer Service Monitoring Center, located at 285 Thruway Park Dr; West Henrietta, New York 14586.



If interested please call Wanda Leenhouts at 585-359-8362 or email me at

ADT LLC is an equal opportunity employer.

Want to learn more about ADT?

Visit us online at or on facebook.


About SUNY Empire Careers

SUNY's statewide, open college educates 20,000 nontraditional students online, face to face, and a blend of both, at the associate, bachelor's, master's levels. SUNY Empire educates students at 35 locations in New York State, eight international sites, online and through a blend of both everywhere.

Posted on March 13, 2015, in Uncategorized and tagged , , , . Bookmark the permalink. Leave a comment.

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