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Smart Home Specialist, Technical Support

A3 Smart Home

This is a Contract position in Tempe, AZ posted June 25, 2020.

We call our club’s vision, mission, values, and supporting pillars “Our House” because they are the foundation for all that we do.

We’re working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

AAA recently acquired SAFE Security, the 11 th largest smart home security company in the United States, with the vision to become the most trusted brand in this industry.

With your help, we aspire to provide the same peace of mind at home as we have provided on the roads for the last 100 years.

JOB SUMMARY We are looking for a creative problem solver to join our amazing AAA Smart Home team.

As a Tech Support Specialist 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.

RESPONSIBILITIES/JOB DUTIES Remote troubleshooting and programming Ability to research, respond, and resolve customer technical issues 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 Perform remote downloading duties Quality Control installations and account setups Collaborate with Tech Support and Field personnel Document actions taken in service tickets in Sedona, and enter proper resolution code when closing service tickets Update internal systems (e.g., Salesforce, Sedona and Stages) where data changes are required Work in a coordinated team environment with Tech Support and Service Dispatch, as well as field technicians KNOWLEDGE AND SKILLS 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 EDUCATION, KNOWLEDGE, SKILLS, COMPETENCIES, CERTIFICATIONS/LICENSES High School Diploma; or equivalent combination of education and experience Six months or more of technical support or helpdesk experience Call center or customer facing experience Bilingual (preferred) Exercise independent judgment, resourcefulness, and effective problem solving techniques Minimum 30 WPM typing skills Strong communication skills SAFE