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Specialist, General Support

Company: Vivint Smart Home, Inc.
Location: Provo
Posted on: May 3, 2021

Job Description:

Job Description

Job Description:

Field Support Specialists will assist Field Pros in troubleshooting of installation and servicing of Vivint products. This individual must have practical and theoretical knowledge of all Vivint products and equipment and know how to troubleshoot issues that arise with said equipment. Additionally, this individual will be required to effectively communicate troubleshooting steps in a simple and efficient manner using Vivint provided resources.

Job Responsibilities:

  • Provide technical support via phone and chat (when needed) for all Pros and Managers (DTH and Field Service) by troubleshooting alarm systems and home automation equipment.
  • Demonstrate practical and theoretical knowledgeof Vivint's varied products, systems, servicesand installation processes.
  • Learn all published SOPs and use these to provide timely and accurate troubleshooting with the field. Provide feedback for updates needed on SOPs.
  • Utilize SightCall on every applicable call to help resolve issues faster.
  • Escalate advanced issues to the appropriate specialty team.
  • Be an expert on Tech Genie processes and procedures and all SOPs.
  • Complete required thermostat audits from the field.
  • Record/document various requested data.
  • Report call trends to helpidentify needs in the field, technology or the department.
  • Stay up to date on Customer Experience, Sales, Billing, Legal and Scheduling processes, procedures and policies.

Required Qualifications:

  • Minimum of 3 consecutive months of installing or servicing Vivint customers.
  • High School Diploma or equivalent.
  • Basic typing skills and general use of a computer.
  • Ability to communicate verbally in a clear voice.


  • Starting pay at $14.00/hr.
  • Incentive bonus, based on performance, can increase pay up to $2.25/hr.
  • Eligible for yearly merit increase, based on performance (0-5% increase to base.)


  • Department hours: 6:00 am - 10:30 pm.
  • Must be available to work weekends.
  • Holidays - skeleton crew, staffed as needed.
  • Shift possibilities: morning and mid-day shifts available.
  • Due to COVID-19, the position is temporarily Work from Home. Will need to relocate (at applicant's expense) to the Provo, UT location once Return to Office initiatives are more strictly enforced.

If you are an active Vivint employee, please apply through Workday by searching "Find Jobs".

Keywords: Vivint Smart Home, Inc., Provo , Specialist, General Support, Other , Provo, Utah

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