Customer Support Representative

Vector Security; United States; On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical Coverage

Dental Coverage

Vision Coverage

401k

Job summary

Vector Security is seeking a Customer Support Representative to answer inbound calls and electronic requests, provide information and troubleshooting, and maintain a positive, professional attitude. This role is based in Gainesville, VA or US Remote with a Wednesday–Saturday 8am–7pm EST schedule.

Responsibilities include assisting customers, collaborating with internal teams, and supporting the Data Center with code changes as needed to ensure timely support.

Qualifications

• High School Diploma or equivalent.
• Strong customer service orientation.
• Ability to manage time and prioritize tasks.
• Willingness to learn and adapt to new systems.
• Effective communication and problem solving.

Responsibilities

• Answer inbound calls and electronic requests, providing information and troubleshooting.
• Coordinate with internal teams and technicians to resolve issues.
• Provide reports or work order summaries from system tools as needed.
• Support Data Center in completing code changes on an as-needed basis.

Skills

Customer Service

Time Management

Learning Agility

Conflict Resolution

Phone Skills

Problem Solving

Team Collaboration

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

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

• Competitive Compensation with Incentive Eligibility
• Medical, dental and vision coverage
• Company paid life and AD&DD 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 Security is 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. Our Vector Security Networks (VSN) division provides national security solutions for multi-site organizations, while Managed 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.

Vector Security is a Drug-Free Workplace

Vector Security is a Drug-Free Workplace

Vector Security is an Equal Opportunity Employer

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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.