Customer Solutions Chat Specialist

Vivint Smart Home - Lindon, UT3.5

Full-time
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Job Description
Vivint Smart Home is a leading smart home company in North America. Vivint delivers an integrated smart home system with in-home consultation, professional installation, and support delivered by its Smart Home Pros, as well as 24-7 customer care and monitoring. Dedicated to redefining the home experience with intelligent products and services, Vivint serves more than 1.4 million customers throughout the U.S. and Canada. Vivint is on the Forbes 2018 list of “America’s Best Employers, as well as the Forbes 2019 list of “America’s Best Employers for Diversity.” The company is the largest tech employer in Utah, a certified Great Place to Work, and one of Fast Company’s World’s 50 Most Innovative Companies for 2017. For more information, visit www.vivint.com.

Job Summary:
We are looking for individuals who love technology and are interested in taking the next steps to progress their career. A Chat Specialist must be an excellent multi-tasker and have proficient typing skills. Must be able to easily take chats on a matter of rotating subjects ranging from advanced automation products such as cameras, garage door controllers, door locks, smart drives to billing solutions.

Key job responsibilities:
Answer incoming chats from customers concerning technical, advanced technical support issues and inquiries in a professional, polite, and courteous manner
Walk customers through troubleshooting technical issues and concerns and provide suggested solutions and resolutions to questions and problems
Create service tickets for issues not able to be resolved over the phone
Answer customer’s billing questions/concerns
Accurately document and update records in required systems
Maintain diplomacy when addressing escalated matters

Required Experience:
Previous experience taking CS Troubleshooting and Advanced Troubleshooting calls
Proficient communication skills (verbal and written)
Must be able to multi-task while using different internal programs
Demonstrated problem-solving skills.
Tech-savviness; Prior technical exposure or demonstrated an interest
Ability to maintain the highest level of confidentiality
Ability to work in a team-fostered environment
Must be able to pass a typing test
Please notify your Supervisor that you are applying prior to applying.

Vivint Smart Home is 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 don’t conduct pre-employment drug screening, however, we do conduct random drug testing on site.