Customer Support Representative

Us; Gainesville (VA); Remote; USD 40,000 - 48,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401k retirement savings plan

Paid time off

Tuition reimbursement

Employee Assistance Program (EAP)

Flexible Spending Account

Job summary

Vector Security is seeking a Customer Support Representative in Gainesville, VA or US Remote. The role handles inbound calls and electronic requests, guiding customers through system information and troubleshooting while maintaining a positive, professional attitude.

It supports the Data Center with code changes as needed to ensure timely service. The position requires a high school diploma and strong communication, time management, and problem-solving skills.

Qualifications

• High School Diploma or equivalent.
• Customer service oriented; able to talk to customers on the phone and provide resolutions efficiently.
• Time management; prioritize work and projects while maintaining phone coverage.
• Eagerness to learn; continually gain knowledge of different programs and systems.
• Conflict resolution; handle difficult customer calls professionally.
• Strong phone skills with a pleasant, professional demeanor.
• Strong problem solving; evaluate unique customer service requests for optimal resolution.
• Team mindset; support others and collaborate for knowledge and assistance.

Responsibilities

• Handle inbound customer service and technician overflow calls: answer phones, gather information, and deliver solutions to the customer.
• Manage customer calls and assist with emergency active alarm events.
• Provide reports or work order summaries from D365, InSite, or MASterMind as requested.
• Run CS Review cases to ensure accuracy and timely responses.
• Support technicians for current service needs during overflow or limited support shifts.
• Complete a minimum of 10 Code Change requests per shift and analyze basic alarm panel programming requests.

Skills

Customer service

Time management

Eagerness to learn

Conflict resolution

Phone skills

Problem solving

Team mindset

Education

High School Diploma or equivalent

Job 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 Customer Support Representative.

We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members.

Location: Gainesville, VA or US Remote

The work schedule for this position is Wednesday - Saturday, 8am - 7pm EST

Summary:

As a Customer Support Representative, you will answer inbound customer calls and electronic requests in a timely fashion to assist customers with their issues, including providing information about their system or to provide troubleshooting. Maintain a positive and professional attitude towards customers at all times. Support Data Center in completing code changes on an as-needed basis to ensure timely customer support.

Responsibilities:

• Handling Inbound Customer Service & Technician Overflow Calls:
  • Answer phones and complete calls as per metrics.
  • Collaborate with internal teams to gather information and deliver solutions to the customer.
  • Manage customer calls and help them with emergency active alarm events.
  • Provide reports or work order summaries from D365, InSite, or MASterMind as per customer requests.
  • Regularly check CS Review cases to ensure accuracy and efficient response times.
  • Support technicians related to current service needs as required for overflow or during shifts with limited or no technical support.
• Programming Projects:
  • Complete a minimum of 10 Code Change requests per shift.
  • Analyze the delegated requests received by Sales and leadership regarding basic alarm panel programming and provide solutions.

Qualifications:

• High School Diploma or equivalent
• Customer Service Oriented:
  • Talking to customers on the phone, provide resolutions efficiently.
• Time Management:
  • Prioritize work and projects versus maintaining phone coverage.
• Eagerness to Learn:
  • Continually amass knowledge of different programs and systems to provide efficient customer service.
• Conflict Resolution:
  • Handle difficult customer calls while maintaining a professional demeanor.
• Phone Skills:
  • Have a pleasant and professional demeanor while handling customer calls.
• Problem Solving Skills:
  • Evaluating unique customer service requests for optimal resolution.
• Team Mindset:
  • Support others on the team, collaborate for knowledge and assistance.

Our Total Rewards package includes (but is not limited to):

• Competitive Compensation with Incentive Eligibility
• Medical, dental and vision coverage
• Company paid life and AD&D insurance.
• Company paid short- and long-term disability.
• Voluntary benefit products
• 401k retirement savings plan
• Flexible Spending Account
• Paid time off
• Tuition reimbursement
• Employee Assistance Program (EAP)

About Us:

Vector Securityis a leading provider of intelligent security and managed services solutions serving residential, commercial, and enterprise customers across North America. Through our Residential and Commercial business units, Vector Security delivers smart security, life safety, video, access control, and monitoring solutions. OurVector Security Networks (VSN)division provides national security solutions for multi-site organizations, whileManaged Network Services (MNS)delivers secure connectivity, and network management services that help businesses operate reliably and securely. For more than 50 years, we have been committed to protecting people, property, and business operations through innovative technology and exceptional service.

Our Values:

• Win as a team.
• Do the right thing.
• Make a difference every day.
• Get it done.
• Think big.

If you share these ideas, we’d love to hear from you!

Vector Security is a Drug-Free Workplace

Vector Security is an Equal Opportunity Employer

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.