Field Support Chat Representative - Remote

Welcome to the intersection of energy and home services. At NRG, we’re driven by our passion to create a smarter, cleaner and more connected future.

Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes.

 

The Role: As a Field Account, Scheduling, and Technology (FAST) agent, your primary responsibility is to Field Service Professionals and Direct-To-Home Installation Pros during the installation and service of the Vivint system. You will communicate via chats with some outbound calls as the pro has questions, experiences an error, or needs assistance with updating information. This role is fully remote.

 

Training: 4 weeks of paid, mandatory training Mon - Fri

Post-Training: Permanent Sundays & 1 Weekday Off 

Starting Pay: $15.50/hr

 

Essential Functions/Responsibilities: 

• You will be answering up to two chats at a time from Vivint employees needing account maintenance, equipment and Scheduling assistance 

• Troubleshooting an app that the Field Professionals utilize 

• Help to promote a trusted partnership with the Field Operations team 

• Conduct scripted pre-install survey and post-install surveys 

• Answer questions about work order details for the Field  

• Accurately document and update records in required systems (Mainly Salesforce)  

• A Field Service Professional advocate: someone that can relate to them and provide effective solutions 

• Help the Field understand their resources to reduce calls 

• Document Chat interactions for accurate trend reduction and issue tracking 

 

Required Skills: 

• Proficient communication skills (verbal and written) 

• Friendly disposition – White glove customer service 

• Excellent problem-solving skills to determine the best plan of action 

• Must be able to multi-task while using different internal programs 

• Ability to adapt to system/process changes quickly while retaining new information 

 

Minimum Requirements:  

 

• High School Graduate, GED, or equivalent 

• Must be able to work Saturdays 

• Ability to take incoming chats for a full shift 

• Be able to type a minimum of 35 wpm 

• Must be able to complete the 4 weeks of training with 100% attendance. 

 

Equipment Requirements:  

• Must be able to provide your own equipment. This entails: 

• A computer (laptop or desktop) that runs Windows 10 (Please note our remote-based software does NOT work with Apple/Mac products, tablets, or Chromebooks.) 

• Computer must have a webcam.

• A USB wired headset equipped with a microphone. 

• Computer must have at least 16 GB of RAM

• Must have reliable internet: 50 MBPS download and 25-50 MBPS upload speeds 

• Must have a wired internet connection 

 

Work Environment Requirements:  

• Understand you cannot be the primary caregiver for any children, other people, or pets while on shift. 

• Be able to type a minimum of 35 wpm 

• Have a quiet and private location from which to work

 

 

WORKING CONDITIONS: 

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones.

 

SAFETY:

Vivint enforces a safety culture whereby all emplo