Technical Assistance Representative (TAG) – Taleo Job Description
- 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 email@example.com
ADT LLC is an equal opportunity employer.
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