Alert Response Support Specialist

LVT • American Fork, UT

9d • Onsite

About The Position

As an Alert Response Specialist at LVT, you are a critical link in our mission to provide proactive, intelligent site security. You will serve as a subject matter expert in managing complex customer account configurations and alert response preferences, ensuring every data point is accurate and every system is optimized for real-time action. This role requires a sophisticated blend of investigative research, technical auditing, and high-touch internal consultation. By identifying setup discrepancies before they impact the customer, you directly contribute to the reliability of our AI-driven platform and the safety of the sites we protect.
This role is an individual contributor position based in-office out of our Headquarters in American Fork, Utah.

Requirements

• Experienced Researcher: You possess at least 2 years of experience in customer service, research, or project management, with a proven track record of handling detailed technical data.
• Strategic Problem Solver: You have the ability to deconstruct complex issues and develop effective solutions with minimal direction.
• Platform Proficient: You are highly skilled in ServiceNow or comparable enterprise-level case management platforms.
• Detail-Oriented & Efficient: You maintain a high degree of accuracy under pressure and possess a typing speed of 50+ WPM.
• Collaborative Communicator: You can translate technical configurations into actionable insights for both technical and non-technical stakeholders.
• Agile Learner: You thrive in a fast-paced, high-growth environment and are eager to master new technologies as our platform evolves.
• Owner Mindset: You take personal accountability for the integrity of customer data and the overall success of the Alert Response team.

Responsibilities

• Investigate and resolve high-priority ServiceNow cases with precision, ensuring a seamless experience for our global customer base.
• Conduct comprehensive, customer-initiated account audits to validate and optimize alert configurations and response protocols.
• Proactively monitor and manage audit dashboards to identify system improvements and mitigate potential setup risks.
• Partner cross-functionally with internal teams to address and escalate complex technical issues, ensuring swift resolution.
• Serve as a consultant for Alert Response Services (ARS) partners, addressing inquiries and guiding service request fulfillment.
• Drive continuous process improvement by contributing to the evolution of internal documentation and operational workflows.
• Maintain an executive level of professionalism in all internal and external interactions, upholding LVT’s reputation for excellence.
• Measure success through key performance indicators including case resolution speed, audit accuracy, and customer satisfaction scores.

Benefits

• We believe you do your best work when your whole life is supported. We invest in our crew’s health, families, and financial futures with a benefits package designed to support you inside and outside the office.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees