Technical Support Specialist

About Vector Security

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 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

Work Hours: Friday through Monday - 10-hour shifts with negotiable start times.

Role Overview: Technical Support Specialist

As a Technical Support Specialist, you will handle higher-level technical support to customers across multiple channels seamlessly. Specialists should be adept at managing interactions via phone, email, chat, social media, and SMS. You 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, you will escalate the call to technical support or schedule a service visit. Accurate documentation of all customer interactions with the business application is essential.

What You’ll Do

Troubleshoot Customer Concerns

• Engage with customers via omnichannel formats and AI to determine equipment issues and the most appropriate resolution, utilizing technical expertise and sound judgment to ensure the highest level of customer satisfaction.
• Assist customers with Do It with Me setup and troubleshooting to ensure systems are functioning properly.
• Apply knowledge 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.
• Schedule follow-up on-site service 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 through Microsoft D365.
• Enter accurate and complete documentation of all customer interactions into D365.

Technology

• Maintain knowledge of technology innovations and trends.
• Attend training on new technology used by the company.

What You’ll Need

• 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, maintaining the 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).

Sales Skills

• 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 within 90 days.
• Complete Point Central training to assist MDU customers.

Licenses/Certifications

• Able to obtain and maintain state licenses and technical certifications as needed to access customer accounts and competently resolve their issues.

We Offer

Along with competitive compensation and career advancement opportunities, we offer a comprehensive “Total Rewards” package. Qualifying employees receive:

• 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
• Tuition reimbursement

Why Join Us?

We are one of the largest security integrators in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected and empowered, one customer at a time.

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!

Key skills/competency

• Technical Support
• Customer Service
• Troubleshooting
• Omnichannel Support
• Microsoft D365
• Alarm.com
• Communication Skills
• Problem Solving
• Documentation
• System Setup