Technical Support Specialist
A3 Smart Home

Tempe, Arizona

Posted in Retail


This job has expired.

Job Info


We call our club's vision, mission, values, and supporting pillars "Our House" because they are the foundation for all that we do. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

AAA acquired SAFE Security, the 11th largest smart home security company in the United States, in November 2018 with the vision to become the most trusted smart home security provider in America. With your help, we aspire to provide the same peace of mind at home as we have provided on the roads for the last 100 years.

WHY WORK FOR US?

  • Excellent Pay
    - $19.50 per hour - Technical Support Specialist I

  • $21.50 per hour! - Technical Support Specialist II

  • Career Growth
    - We offer a leadership development program preparing you for a leadership role within 12 months.

  • Training
    - You'll attend a thorough, comprehensive 2 week training program

  • Benefits
    - Medical, Dental, Vision, wellness program and more!

  • Retirement
    - 401k Matching up to 4%

  • Paid Time Off
    - Ten hours per month, nine holidays annually

RESPONSIBILITIES/JOB DUTIES
Remote troubleshooting:

  • Ability to research, respond, and resolve customer technical issues related to alarm panels, cameras, and z-wave devices

  • Contacts customers (inbound and outbound) regarding troubleshooting issues/requests

  • Uses online resources, websites, computer and web based downloading programs

  • Tests with customer, verify codes signals are received and working properly

  • Submit service tickets as needed for onsite service

  • Document interactions with customers including a summary of the call and any resolution notes

  • Answer calls in the customer support queue when call volume dictates

  • Collect customer payments

  • Answer basic billing questions

  • Provide general customer account support

Additional Tasks

  • Actively participates in team meetings.
  • Completes assigned tasks in a timely fashion.

KNOWLEDGE AND SKILLS

  • Demonstrate effective and accurate verbal and written communication with customers, technicians, department personnel and other Team Members.
  • Ability to interact with customers and field technical staff via phone, email and chat.
  • Accepts assignments with an open, cooperative, positive team oriented attitude.
  • Demonstrates the ability to multi task.
  • Basic working knowledge of Word and Excel.

EDUCATION, KNOWLEDGE, SKILLS, COMPETENCIES, CERTIFICATIONS/LICENSES

  • High School Diploma; or equivalent combination of education and experience.
  • Six months or more of technical support or helpdesk experience (preferred).
  • Call center or customer facing experience (preferred).
  • Bilingual (preferred).
  • Exercise independent judgment, resourcefulness, and effective problem solving techniques.
  • Minimum 30 WPM typing skills
  • Strong communication skills

WORKING ENVIRONMENT/ MINIMUM PHYSICAL REQUIREMENTS
This position is an office position where 98% of the time is spent sitting at a desk completing work using a computer monitor.


This job has expired.

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