AAA Northern California, Nevada & Utah Technical Support Specialist in A3 Smart Home - Tempe, Arizona
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.
RESPONSIBILITIES/JOB DUTIESRemote troubleshooting:Ability to research, respond, and resolve customer technical issues related to alarm panels, cameras, and z-wave devicesContacts customers (inbound and outbound) regarding troubleshooting issues/requestsUses online resources, websites, computer and web based downloading programsTests with customer, verify codes signals are received and working properlySubmit service tickets as needed for onsite serviceDocument interactions with customers including a summary of the call and any resolution notesProvide basic customer support:Answer calls in the customer support queue when call volume dictatesCollect customer paymentsAnswer basic billing questionsProvide general customer account supportAdditional Tasks•Actively participates in team meetings.•Completes assigned tasks in a timely fashion.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 skillsWORKING ENVIRONMENT/ MINIMUM PHYSICAL REQUIREMENTSThis position is an office position where 98% of the time is spent sitting at a desk completing work using a computer monitor.
Innovation. It’s what motivates and drives our 4,200 Team Members as the key to enhance Member value, employee satisfaction, and our future success. We have a 117-year history of service, creating Members for life. We generate $4 Billion in annual sales and serve nearly 6 million Members across 7 states. A3 is our Innovation Lab, where we have launched GIG Car Share, GoMentum Station, AAA CarConnect, AAA House Manager, and the first Autonomous Shuttle. If innovation and purpose are what you’re looking for, journey forward with us.