[Hiring] Technical Support Specialist @Vector Security

Role Description

At Vector Security, we think big, do the right thing, and make a difference every day! If this is how you like to work, we’d like to invite you to join our team as a Shared Services Technical Support Specialist.

Location: Remote US/USA

Work Hours: Friday through Monday - 10-hour shifts with negotiable start times.

As a Technical Support Specialist, you will handle higher level technical support to customers across multiple channels seamlessly. Specialists should be adept at managing interactions via phone, email, chat, social media, and SMS. Must have the ability to switch between channels during a single interaction, such as moving from a chat to a phone call if needed with the goal of assisting in answering customer questions, making account updates, and resolving all concerns. If necessary, escalate the call to technical support or schedule a service visit. Accurately document all customer interactions with the business application.

What You’ll Do

• Troubleshoot Customer Concerns:
  • Engage with customer via omnichannel formats and AI to determine what equipment issue may exist and most appropriate resolution by utilizing technical expertise and sound judgement to ensure the highest level of customer satisfaction.
  • Assist customers with Do It with Me set up, troubleshooting to ensure system is functioning properly.
  • Apply knowledge of computer software, hardware, and procedures to solve problems.
  • Guide users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
  • Collaborate with other team members to research and resolve problems.
  • Schedule follow up on-site service appointments only when necessary to reduce the frequency of dispatching technicians.
• Technical:
  • Create new accounts in Alarm.com by following established guidelines.
  • Receive, open, process and close auto-generated service-related cases through Microsoft D365.
  • Enter accurate and complete documentation of all customer interactions into D365.
• Technology:
  • Maintains knowledge of technology innovations and trends.
  • Attends training on new technology used by company.

Qualifications

• High School diploma or equivalent with 2 - 3 years of relevant technical support experience.
• Able to understand our business processes and follow instructions.

Requirements

• Strong verbal and written communication skills to effectively handle inquiries and resolve issues.
• Demonstrate empathy and patience, especially when dealing with irate or frustrated customers.
• Use customer data to personalize interactions, ensuring customers feel valued and understood.
• Provide consistent service quality across all communication channels, maintaining the same level of professionalism and support.
• Excellent spelling/grammar.
• Able to make sound decisions and be willing to be accountable for the decisions made.
• Able to manage multiple tasks with great attention to detail.
• Able to meet all customer deadlines (both internal and external).
• Ability to resell the value of Vector Security to existing customers, including the use of persuasion.
• Have a working knowledge of Microsoft Office Programs.
• Have advanced technical ability to understand and explain necessary steps to customers.
• Complete ADC Technician Certification training within 90 days.
• Complete Point Central training to assist MDU customers.
• Able to obtain and maintain state licenses and technical certifications as needed to access customer accounts and competently resolve their issues.

Benefits

• Medical, dental, and vision coverage.
• Company paid life and AD&D insurance.
• Company paid short- and long-term disability.
• FSA/HSA Plans.
• Voluntary benefit products.
• 401k retirement savings plan after just 60 days.
• Paid time off for vacation, sick and floating holidays.
• Tuition reimbursement.