Remote Customer Support Specialist

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

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.