Technical Support Specialist

Vector Security, Inc; United States; Remote; USD 42,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Company paid life and AD&D insurance

Disability insurance

401k after 60 days

Paid time off

Job summary

Vector Security is hiring a Shared Services Technical Support Specialist for remote US work. You will handle high-level technical support across multiple channels, including phone, email, chat, social media, and SMS, and escalate when needed.

You will document all interactions in the business system and collaborate with the team to resolve issues. The role emphasizes technical aptitude, clear communication, and the ability to switch channel context seamlessly to ensure customer satisfaction.

Qualifications

• 2-3 years of relevant technical support experience.
• Strong communication skills across channels.
• Ability to document interactions accurately.

Responsibilities

• Troubleshoot customer issues across phone, email, chat, social, and SMS.
• Assist with setting up Do It with Me configurations and troubleshooting.
• Apply knowledge of software, hardware, and procedures to resolve problems.
• Guide users through diagnostics and troubleshooting steps.

Skills

Technical Support

Customer Service

Omnichannel

Account Management

Education

High School diploma

Tools

Alarm.com

Microsoft Office

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 Shared Services Technical Support Specialist.

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: Remote US/USA

Summary:

As a Technical Support Specialist, you will handle a higher-level technical support to customers across multiple channels seamlessly in an omnichannel and AI environment. Reps should be adept at managing interactions via phone, email, chat, social media, and SMS. Must have the ability to switch between channels during a single interaction, such as moving from a chat to a phone call if needed with the goal of assisting in answering customer questions, making account updates, and resolving all concerns. If necessary, elevate the call to technical support or schedule a service visit. Accurately document all customer interactions with the business application.

Responsibilities:

Troubleshoot Customer Concerns:

• Engage with customer viaomnichannelformatsandAI todeterminewhat equipmentissuemay existand mostappropriate resolutionbyutilizingtechnicalexpertiseand sound judgement to ensure the highest level of customer satisfaction.
• Assistcustomers with Do ItwithMeset up, troubleshooting to ensure system is functioning properly.
• Applyknowledge of computer software, hardware, and procedures to solve problems.
• Guide users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborate with other team members to research and resolve problems.
• Schedulefollow up on-siteservice appointments only when necessary to reduce the frequency of dispatching technicians.

Technical:

• Create new accounts in Alarm.com by following established guidelines.
• Receive, open, process and close auto-generated service-related cases.
• Enter accurate and complete documentation of all customer interactions.

Technology:

• Maintains knowledge of technology innovations and trends.
• Attends training on new technology used by company.

Qualifications:

• High School diploma or equivalent with 2 - 3 years of relevant technical support experience.
  • Able to understand our business processes and follow instructions
• Communication Skills:
  • Strong verbal and written communication skills to effectively handle inquiries and resolve issues.
  • Demonstrate empathy and patience, especially when dealing with irate or frustrated customers.
  • Use customer data to personalize interactions, ensuring customers feel valued and understood. Provide consistent service quality across all communication channels,maintainingthe same level of professionalism and support.
  • Excellent spelling/grammar.
• Decision Making:
  • Able to make sound decisions and be willing to be accountable for the decisions made.
  • Decisions are often made using deductive reasoning and negotiating an acceptable resolution.
• Organization Skills:
  • Able to manage multiple tasks with great attention to detail.Able to meet all customer deadlines (both internal and external).
• Ability to resell the value of Vector Security to existing customers, including the use of persuasion.
• Computer Literacy:
  • Have a working knowledge of Microsoft Office Programs.
• Technical Skills:
  • Have advanced technical ability to understand and explain necessary steps to customers.
  • Complete ADC Technician Certification training within90 days.
  • Complete Point Central training toassist MDU customers.
• Licenses/Certifications:
  • Able to obtain andmaintain state licenses and technical certifications as needed to access customer accounts and competently resolve their issues.

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

• Medical, dental, and vision coverage
• Company paid life and AD&D insurance
• Company paid short- and long-term disability
• FSA/HSA Plans
• Voluntary benefit products
• 401k retirement savings plan after just 60 days
• Paid time off for vacation, sick and floating holidays

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 Securitydelivers 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 ideals, 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.

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.