Offer summary

Qualifications:

High School Diploma or equivalent education and experience., Six months or more of technical support or helpdesk experience preferred., Strong communication skills and ability to interact with customers effectively., Basic working knowledge of Word and Excel, with minimum 30 WPM typing skills..

Key responsibilities:

Remote troubleshooting of customer technical issues related to smart home devices.

Contact customers for troubleshooting issues and document interactions.

Provide basic customer support and answer calls in the support queue as needed.

Collect customer payments and answer basic billing questions.

Job description

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

At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life’s roadblocks. We believe everything you do outside of work adds to who you are at work.

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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