Customer Support & Troubleshooting Specialist

Vector Security, Inc; Gainesville (VA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Life insurance

Disability insurance

401k plan

Paid time off

Employee Assistance Program

Job summary

Vector Security, Inc is seeking a Customer Support Representative to handle inbound customer calls and electronic requests, providing information and troubleshooting for alarm systems. The role supports data center code changes and maintains a professional customer attitude.

Responsibilities include handling overflow calls, collaborating with teams, and delivering timely solutions. Training and growth opportunities are offered as part of a comprehensive benefits package.

Qualifications

• Customer service oriented; ability to provide resolutions via phone.
• Time management; prioritize work and coverage.
• Eagerness to learn; continually expand knowledge of programs and systems.
• Strong communication and problem-solving skills.
• Ability to handle difficult customer calls professionally.

Responsibilities

• Handle inbound customer service and technician overflow calls.
• Answer phones and complete calls per metrics.
• Collaborate with internal teams to gather information and deliver solutions to the customer.
• Manage customer calls and assist with emergency alarm events.
• Provide reports or work order summaries from D365, InSite, or MASterMind as requested.
• Support technicians related to current service needs and overflow during shifts with limited support.
• Complete a minimum of 10 Code Change requests per shift.
• Analyze delegated requests from Sales and leadership regarding basic alarm panel programming.

Skills

Customer service

Phone skills

Problem solving

Time management

Team mindset

Eagerness to learn

Communication

Education

High School Diploma or equivalent

Job description

Vector Security, Inc is seeking a Customer Support Representative to handle inbound customer calls and electronic requests, providing information and troubleshooting for alarm systems. The role supports data center code changes and maintains a professional customer attitude.

Responsibilities include handling overflow calls, collaborating with teams, and delivering timely solutions. Training and growth opportunities are offered as part of a comprehensive benefits package.