Smart Home Technical Support Specialist I

Why Work For Us?

• 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

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WHY WORK FOR US?

• Great Pay - with the opportunity for increases when performance skill blocks are achieved
• 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
• Annual Incentive Plan – Eligibility to participate in AAA NCNU annual bonus plan
• Benefits – Medical, Dental, Vision, wellness program and more!
• Paid Holidays
• Paid Time Off – Team Members accrue paid time off monthly with an additional 24 hours per year 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

ESSENTIAL FUNCTIONS

• 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

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 (preferred).
• Call center or customer facing experience (preferred).
• Bilingual (preferred).
• Exercise independent judgment, resourcefulness, and effective problem solving techniques.
• Minimum 30 WPM typing skills
• Strong communication skills

WORKING ENVIRONMENT/ MINIMUM PHYSICAL REQUIREMENTS
This position is an office position where 98% of the time is spent sitting at a desk completing work using a computer monitor.

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