Technical Support Specialist - Remote

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 a Tier 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 :

Tier 2 (90 Days) $17.75

Tier 3 (180 Days) $18.75

Additional career opportunities available after Tier 3 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

Minimum Requirements :

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 40 wpm

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 / vision / life coverage & 24 / 7 Medical Hotline

401(k) + Employer Match

Employee Resource Groups

WORKING CONDITIONS :

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones.

SAFETY :

Vivint enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employee must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.

We are not open to hiring candidates to work out of the following locations :

CA, CT, DC, ME, or WA.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position is $16.75. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.

Here are some total rewards which, depending on the position, may be offered :

Paid holidays and flexible paid time away

Employee / Friends / Family Discounts

Medical / dental / vision / life coverage & 24 / 7 Medical Hotline

401(k) + Employer Match

Employee Resource Groups

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M / F / Protected Veteran Status / Disability. Level, Title and / or Salary may be adjusted based on the applicant's experience or skills.

EEO is the Law Poster (The poster can be found at )

Official description on file with Talent.

Vivint, an equal opportunity employer, does not consider any protected traits (e.g., race, creed, color, religion, gender, national origin, non-job-related disability, age, or any other protected trait) when hiring—under federal, state, and local laws. We are a drug-free environment. We do not conduct pre-employment drug screening; however, we do conduct random drug testing on site.