Smart Home Technical Support Specialist I

Why Work For Us?

• Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
• 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
• Benefits – Medical, Dental, Vision, wellness program and more!
• Paid Holidays
• Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
• Collaborative Environment – AAA will value your contribution to providing exceptional service to our members
• Free AAA Classic Membership
• AAA Product Discounts
• Tuition Reimbursement Program

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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

Provide basic customer support:
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.

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