Technical Support Specialist - Remote

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Welcome to the intersection of energy and home services. At NRG, we’re driven by our passion to create a smarter, cleaner and more connected future.

Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes.

Who we are looking for:

We are looking for individuals with a desire to deliver world-class customer service, a love of technology, and a passion for proactively building a career. As a Customer Solutions Specialist, you will complete a 6-week paid training program where you will become an expert in owning our customers experience by handling a wide array of calls including but not limited to: customers who need account and or technical support, outbound calls, and providing value added services and products to our customers.

You will deliver peace of mind in your interactions with customers.

What you will be doing:

You will complete three comprehensive training stages that, upon successful completion, will lead to the full responsibilities and pay of aTier 3

Specialist.

Training:Paid, Mandatory training

Starting Rate:$17.00/hr

We want you to grow with us! Potential to make up to $20.25/hr within your first year.

Pay increase with training as follows:

Additional career opportunities available after Tier3 based on performance - $20.25+

During training you will learn to:

Confidently field customer calls and troubleshoot advanced equipment issues with high level of customer experience

Accurately document and update records in required information systems

Deescalate customers and find resolution for complex issues

Earn commissions through generating customer referrals and offering promotions, products, and services for our Partner Insurance Agency, Solar and NRG.

What will make you successful:

A predisposition to think outside of the box and find customized solutions

Ability to thrive in a high-volume contact center

A sense of success and value from solving customer concerns

A high degree of resiliency and “bounce-back” due to escalated customers

Passion for helping others; going above and beyond for customers and teammates

Excellent communication (both verbal and written) and relationship-building skills

Ability to multitask with ease, effectively prioritize tasks and be a self-starter

Demonstrated tech-savviness, Prior technical exposure, or interest

Confident and prepared to initiate promotional and product upgrade conversations with customers; previous sales experience is a plus

Ability to maintain a high level of confidentiality

Innate desire to learn and develop

Must be at least 18 years of age

Must obtain a Burglar Alarm License through the Division of Occupations and Professional Licensing with the State of Utah (paid for by Vivint)

Cannot be located in CA, CT, DC, ME, or WA.

Be able to type a minimum of 40wpm

Required

Working Conditions:

• Work-from-home employees cannot be the primary caregivers for children, other people, or pets while on shift.
• Have a quiet and private location from which to work
• Must be able to provide your own equipment. This entails:
• A computer (laptop or desktop) no older than 5-7 years
  • (Please note our remote-based software does
    NOT
    work with Apple/Mac products, tablets, or Chromebooks.)
• Computer must run Windows 10 or higher
• Computer must have at least 8 GB RAM, 16 GB recommended
• Computer must have a webcam.
• A USB wired headset equipped with a microphone.
• Must have reliable internet: 50 MBPS download and 25 MBPS upload speeds
• Must have a wired internet connection
• A second monitor is
  strongly recommended
  if a laptop is being used
• An external mouse (if using a laptop)

Learn about the
Vivint Culture
and why it’s a great place to grow your career!

Here are some highlighted perks you should ask us about:

• Free daily lunch and drinks on site
• Paid holidays and flexible paid time away
• Employee/Friends/Family Discounts
• Onsite health clinic, gym, gaming tables
• Medical/dental/…