Technical Support Specialist

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-month 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 withcustomers.

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 3Specialist.

Training: Paid, Mandatory training

Starting Rate: $16.75/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 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

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 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: 10 MBPS download and 10 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 athttp://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.