Technical Support Specialist

Vector Security•,

3d•Remote

About The Position

At Vector Security, we are looking for a Shared Services Technical Support Specialist to join our team. We offer great benefits, a competitive salary, and growth opportunities. This role is located remotely in the US and involves working Friday through Monday on 10-hour shifts with negotiable start times. As a Technical Support Specialist, you will handle higher-level technical support for customers across multiple channels, including phone, email, chat, social media, and SMS. You must be able to switch between channels during a single interaction to assist customers with questions, account updates, and resolving concerns. If necessary, you will escalate issues to technical support or schedule a service visit, and accurately document all customer interactions using the business application.

Requirements

High School diploma or equivalent with 2 - 3 years of relevant technical support experience.
Able to understand our business processes and follow instructions.
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.
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.
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.
Have a working knowledge of Microsoft Office Programs.
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.
Able to obtain and maintain state licenses and technical certifications as needed to access customer accounts and competently resolve their issues.

Responsibilities

Engage with customers via omnichannel formats and AI to determine equipment issues and the most appropriate resolution by 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 the system is 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.
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.
Maintain knowledge of technology innovations and trends.
Attend training on new technology used by the company.