Technical Support Specialist

Vector Security•,

7d•$38,777 - $61,968•Remote

About The Position

At Vector Security, we are looking for a Shared Services Technical Support Specialist to join our team. This role involves providing high-level technical support to customers across multiple channels in an omnichannel and AI environment. The specialist will manage interactions via phone, email, chat, social media, and SMS, with the ability to switch between channels during a single interaction. The goal is to assist customers by answering questions, making account updates, and resolving concerns. If necessary, the role includes escalating issues to technical support or scheduling service visits, and accurately documenting all customer interactions within the business application.

Requirements

High School diploma or equivalent.
2 - 3 years of relevant technical support experience.
Able to understand 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.
Working knowledge of Microsoft Office Programs.
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, utilizing technical expertise and sound judgment to ensure 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, potentially using diagnostic tools and software or following verbal instructions.
Collaborate with 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 following established guidelines.
Receive, open, process, and close auto-generated service-related cases.
Enter accurate and complete documentation of all customer interactions.
Maintain knowledge of technology innovations and trends.
Attend training on new technology used by the company.