Smart Home Technical Support Specialist I

AAA Mountain West Group•Tempe, AZ

18d

About The Position

We are looking for a creative problem solver to join our amazing AAA Smart Home team. As a Tech Support Specialist I on our Tech Support team, you will troubleshoot equipment and service issues. This position will conduct basic alarm panel, camera, and z-wave device troubleshooting with customers over the phone regarding their security systems. You will also be the eyes and ears for our team to learn how we can continuously improve our products and services for our customers.

Requirements

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
High School Diploma; or equivalent combination of education and experience.
Exercise independent judgment, resourcefulness, and effective problem solving techniques.
Minimum 30 WPM typing skills
Strong communication skills

Nice To Haves

Six months or more of technical support or helpdesk experience (preferred).
Call center or customer facing experience (preferred).
Bilingual (preferred).

Responsibilities

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

Benefits

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
Great Pay - with the opportunity for increases when performance skill blocks are achieved
Annual Incentive Plan – Eligibility to participate in AAA NCNU annual bonus plan