Technical Support Representative

ADT•West Henrietta, NY

10h•$17 - $19

About The Position

Provide specialized telephone technical support to ADT Direct, Authorized Dealer, Subcontractor personnel and end-user customers, as well as provide quality control of the account base through cut-in procedures. Utilize programming knowledge of multiple radio and alarm panel systems. Work in multiple ADT and vendor web applications and computer systems. Role begins 4.13.2026

Requirements

High School Degree or equivalent
Six (6) months of ADT experience in inbound telephone groups (i.e. CSG, TAS) or one to two (1-2) years of related industry experience.
Ability to successfully pass data and provisioning assessments during training.
Demonstrate ability to maintain a high degree of productivity and accuracy
Excellent verbal and written communication skills
Excellent customer service skills
Ability to type 25 wpm
Excellent working computer knowledge
Strong problem-solving and multi-tasking skills a must

Responsibilities

Process requests for multiple vendor applications customized by install configuration.
Provide real-time installation quotes to field technicians and limited technical support to customers.
Complete data entry associated with confirmation, including confirmation of test signals.
Confirm account status/information with field technicians and office personnel
Enter order information into the system for technician upsells and process payments as applicable.
Provide support to high-profile Custom Home accounts.
Troubleshoot system functionality related to radio registrations and panel programming in response to failed confirmation requests.
Provide support for ADHOC data cleanup projects.
Process data changes and programming requests received via mail, fax, phone or internal ticket on Informix and MasterMind.
Other projects as assigned.