Field Support Chat Representative – Lindon UT

Job Description
Who We Are:

Our mission is to redefine the home experience through intelligently designed products and services delivered to every home by people who care.

The Role: As a Field Account Creation agent, your primary responsibility is to Field Service professionals and Direct-To-Home Installation Pros during the installation of the Vivint system. You will communicate via calls and texts as the pro has questions, experiences an error or needs assistance with updating information.

Essential Functions/Responsibilities:

You will be answering up to two chats at a time from Vivint employees needing account maintenance assistance
Troubleshooting an app that the Field Professionals utilize
Help to promote a trusted partnership with the Field Operations team
Conduct scripted pre-install survey and post-install surveys
Answer questions about work order details for the Field
Accurately document and update records in required systems (Mainly Salesforce)
A Field Service Professional advocate: someone that can relate to them and provide effective solutions
Help the Field understand their resources to reduce calls

Required Skills:

Proficient communication skills (verbal and written)
Friendly disposition – White glove customer service
Excellent problem-solving skills to determine the best plan of action
Must be able to multi-task while using different internal programs
Ability to adapt to system/process changes quickly while retaining new information

Minimum Requirements: 

Must be able to commute to our Lindon office at least 2 days per week
High School Graduate, GED, or equivalent
Must be at least 18 years of age
Ability to pass a background check
Must be able to work Saturdays
Ability to take incoming chats for a full shift
Be able to type a minimum of 40 wpm
Must be able to complete the Training and Nesting with 100% attendance. This will consist of 1 week of training and 2 weeks for nesting.

Equipment Requirements:  

Must be able to provide your own equipment. This entails:
A computer (laptop or desktop) that runs Windows 10 (Please note our remote-based software does NOT work with Apple/Mac products, tablets, or Chromebooks.)
Computer must have at least 8 GB RAM.
Computer must have a webcam.
A USB wired headset equipped with a microphone.
Must have reliable internet: 10 MBPS download and 5 MBPS upload speeds
Must have a wired internet connection

Work Environment Requirements:  
Understand you cannot be the primary caregiver for any children, other people, or pets while on shift.
Be able to type a minimum of 35 wpm
Have a quiet and private location from which to work
Must be able to commute to our Lindon office at least 2 days per week

Why You’ll Love Working Here:  
FREE Daily on-site catered lunch/snack/drinks
Access to our private health clinic, 24/7 Gym, basketball courts, sand volleyball pits and much more
Part-time and Full-time options
Sundays off
Flexible scheduling – must be able to commit to your schedule for the first 90 days
Mental health resources, including free, professional, and confidential counseling services available 24/7.
Employee Resource Groups: Vivint Women, Vivint EDGE, Vivint Pride, Vivint Veterans
Employee pricing on Vivint products
Opportunity to make a meaningful impact in the communities where you work and live with our Vivint Gives Back organization
Career development and leadership opportunities
Discounts with various national companies and vendors
Casual dress code

Company Benefits:
10 Paid Holidays
Paid/Unpaid time off
Medical/dental/vision/life coverage
401(k) Plan + Employer Match
Paid Maternity, Paternity, & Adoption Leave
Career Development and Leadership opportunities

Vivint Values: 
Honesty and Integrity Come First – Do the right thing
Customer Obsession is Our Advantage – A relentless passion to serve the customer
Innovation is Essential – Today’s innovation is tomorrow’s lifeblood
We Win Together – Individuals win games; teams win championships
Exceptional is Expected – Talk is cheap; create value, not just motion

Vivint 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 do not conduct pre-employment drug screening; however, we do conduct random drug testing on-site.
If you are an active Vivint employee, please apply through Workday by searching “Find Jobs”.