Customer Support Representative

Vector Security and Vector Security Networks Career • Gainesville, VA

10d • Hybrid

About The Position

At Vector Security, we are looking for a Customer Support Representative to answer inbound customer calls and electronic requests promptly, assisting customers with their issues, including providing system information and troubleshooting. The role requires maintaining a positive and professional attitude, and supporting the Data Center in completing code changes as needed to ensure timely customer support. This position can be based in Gainesville, VA or be US Remote.

Requirements

• High School Diploma or equivalent
• Customer Service Oriented: Talking to customers on the phone, provide resolutions efficiently.
• Time Management: Prioritize work and projects versus maintaining phone coverage.
• Eagerness to Learn: Continually amass knowledge of different programs and systems to provide efficient customer service.
• Conflict Resolution: Handle difficult customer calls while maintaining a professional demeanor.
• Phone Skills: Have a pleasant and professional demeanor while handling customer calls.
• Problem Solving Skills: Evaluating unique customer service requests for optimal resolution.
• Team Mindset: Support others on the team, collaborate for knowledge and assistance.

Responsibilities

• Handling Inbound Customer Service & Technician Overflow Calls: Answer phones and complete calls as per metrics.
• Collaborate with internal teams to gather information and deliver solutions to the customer.
• Manage customer calls and help them with emergency active alarm events.
• Provide reports or work order summaries from D365, InSite, or MASterMind as per customer requests.
• Regularly check CS Review cases to ensure accuracy and efficient response times.
• Support technicians related to current service needs as required for overflow or during shifts with limited or no technical support.
• Programming Projects: Complete a minimum of 10 Code Change requests per shift.
• Analyze the delegated requests received by Sales and leadership regarding basic alarm panel programming and provide solutions.

Benefits

• Competitive Compensation with Incentive Eligibility
• Medical, dental and vision coverage
• Company paid life and AD&D insurance.
• Company paid short- and long-term disability.
• Voluntary benefit products
• 401k retirement savings plan
• Flexible Spending Account
• Paid time off
• Tuition reimbursement
• Employee Assistance Program (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED