Remote Technical Support Specialist – Omnichannel AI

Vector Security, Inc; United States; On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, vision

Life and AD&D insurance

Disability coverage

FSA/HSA plans

401k after 60 days

Paid time off

Job summary

Vector Security is seeking a Technical Support Specialist to provide high-level support across phone, email, chat, social media, and SMS in a remote US environment. You will document interactions, triage issues, and escalate when needed to ensure customer satisfaction.

The role requires strong communication and technical acumen, with opportunities for growth and certification. Responsibilities include troubleshooting, setup assistance, and documenting cases while collaborating with teammates to

Qualifications

• High School diploma or equivalent with 2-3 years of relevant technical support experience.
• Strong verbal and written communication to handle inquiries and resolve issues.
• Ability to understand business processes and follow instructions.
• Excellent spelling/grammar.
• Able to make sound decisions and be accountable for outcomes.
• Working knowledge of Microsoft Office Programs.

Responsibilities

• Troubleshoot customer concerns and determine appropriate resolution across multiple channels.
• Assist customers with setup and troubleshooting to ensure system functionality.
• Apply knowledge of software, hardware, and procedures to solve problems.
• Guide users through diagnostic steps or use of tools and follow instructions.
• Collaborate with team to research and resolve problems.
• Schedule follow-up on-site service only when necessary to reduce dispatches.

Skills

Communication skills

Empathy & patience

Organizational skills

Computer literacy

Problem solving

Decision making

Multi-tasking

Education

High School diploma or equivalent

Job description

Vector Security is seeking a Technical Support Specialist to provide high-level support across phone, email, chat, social media, and SMS in a remote US environment. You will document interactions, triage issues, and escalate when needed to ensure customer satisfaction.

The role requires strong communication and technical acumen, with opportunities for growth and certification. Responsibilities include troubleshooting, setup assistance, and documenting cases while collaborating with teammates to