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Remote Service Agent

Company: ADT
Location: Irving
Posted on: November 22, 2021

Job Description:

Company Overview: At ADT Commercial, we are in the business of helping people and organizations to protect what matters most to them. Building upon ADT---s 145-year legacy, we secure the livelihoods and futures of critical commercial environments, retail location, educational campuses, healthcare facilities and financial institutions across the U.S. as an industry-leading security, fire and life safety systems integrator. We strive to have the most experienced and technically trained and talented teams in the industry, driven by excellence at every turn. At ADT Commercial, 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 ADT Commercial, you---ll have the opportunity to be a part of that difference every day. With more than 300 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 or follow us on LinkedIn and Facebook. Position Summary: This position is Remotely resolving commercial service tickets by troublehooting, programming or working directly with the customer. Working with the branches and National Account Centers to decrease the ADT Commercial service job backlog and improve field operation and customer experience, which includes but is not limited to, burglar, CCTV and access control solutions. The approach will be receiving opportunities directly from support teams and branches. These are possible opportunities where the agent can resolve remotely saving labor and overhead costs while also drastically decreasing the amount of time from customer request submittal to resolution. There is also a need to actively engage assigned branches directly to identify opportunities. Field branch engagement also creates training opportunities to enhance installation success rates and customer and field experience.-- Deep understanding in current and future solutions in burg, fire, CCTV, and access control is required as knowledge and experience is crucial in successfully resolving these opportunities.-- Duties and Responsibilites

  • Troubleshoot and make programming adjustments to resolve malfuctioning security solutions.
  • Work with branch service personel on vetting, completing and reporting of service ticket reduction success
  • Review and analyze customer SOPs to ensure programming continuity.
  • Review and report trends of ADT Commercial service backlog. Minimum Education and Experience
    • High School or vocational training
    • 2 years of Technical Support expirence-- Preferred Education and Experience Requirements
      • College degree
      • Network+
      • 3+ years of commercial sercurity support or installation job experience. Additional Skills and Certifications:
        • Security+
        • CCNA
        • ESA CAT 1
        • Technical aptitude, problem solving skills, and ability to prioritize multiple items at once - preferred 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 to learn more.

Keywords: ADT, Irving , Remote Service Agent, Sales , Irving, Texas

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