Technical Support – Tier II (Job 3011357)
Category: Technology
Technical Support – Tier II
Company Overview:
The next generation of ADT Commercial is here. At Everon, we truly believe that our people are the difference – for our organization, the customers we serve and the communities we protect. When you’re a part of Everon, you’ll have the opportunity to be a part of that difference every day. With more than 100 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth. For more information, visit www.everonsolutions.com or follow us on LinkedIn.
POSITION SUMMARY
The Tier II Support/Onboarding position will be responsible for providing high quality technical support for our products. In this position, you will be responsible for troubleshooting and resolving problems associated with, but not limited to, DVRs, cameras, computers, basic networking, hardware, software, equipment installation, and the IT knowledge needed to support these installs.
- Provide quality product support to the customer
- Answer all forms of communication in a timely and effective manner to support the customer on technical aspects of the product
- Develop and maintain long term and trusted customer relationships
- Identify, research and resolve customer issues
- Troubleshoot technical issues.
- Document all interactions in ticketing system
- Recognize, document and alert the Supervisor of trends in customer calls.
- Customer onboarding, QA, and Testing support
- Work with case management and tracking systems with our Engineering and QA teams.
SKILLS & QUALIFICATIONS
- MUST be fluent in English language with written and oral mastery
- Able to pass or have the knowledge base of A+ Certification
- Previous experience in PC Helpdesk, IT Support, or Installation of DVR Hardware preferably in a corporate setting
- Excellent problem solving and technical troubleshooting of PC hardware, Microsoft software, and basic networking.
- Excellent relationship management, timely follow-up and professional communication.
- Excellent skills in project management, including ability to effectively set priorities and manage multiple tasks in a fast paced environment
- Physical Security experience (VMS, Access Control, Security Cameras, etc.) desired, but not a requirement.
- Desire to work in a positive team environment with a professional attitude and business ethics
- Must be a TEAM Player and work well with others in a dynamic, fast paced business.
- Remote support technologies such as Teamviewer, Bomgar, GoToAssist, VNC etc.
- Experienced in CRM software, Microsoft Office, Microsoft Outlook
ADT Commercial LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at jobs.adt.com to learn more.
ADT Commercial is an Equal Opportunity/Affirmative Action employer. We provide equal employment opportunities to applicants and existing employees and evaluate qualified candidates without regard to race, gender, national origin, ancestry, age, color, religion, marital status, genetic information, sexual orientation, gender identity, gender expression, sex (including pregnancy, breastfeeding, and related medical conditions), mental or physical disability, medical condition, military and veteran status, or any other status or condition protected by law. View the EEO poster here. View the Pay Transparency Nondiscrimination Provision here. View the E-Verify Posting here.
ADT Commercial is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability to search and apply for a career opportunity, please send an e-mail to commercialrecruiting@adt.com and let us know your contact information and the nature of your request.