Tier 1 Support Agent
About The Position
As a Tier-1 Support Agent at LVT, you will be the first to respond to issues affecting our customers. You will respond to service tickets regarding underperforming and offline hardware, or cameras that need video analytics adjusted. You will provide preliminary diagnosis and resolution by following a prescriptive troubleshooting tree, escalating to specialized teams when necessary. You will assist customers with questions about our products and services via phone and email, resolving issues and educating them through learning materials and training This particular position also requires registering with the state of Utah as an Alarm Agent. This process includes a federal background check/fingerprinting and an application. This is separate from the background check you would complete for general employment eligibility at LVT.
Requirements
- 1+ years experience in customer service, including call center, restaurant, retail, or equivalent
- Typing speed of 50+ words per minute
- Strong problem-solving and critical-thinking skills
- Attention to detail
- Flexibility to adapt to changing priorities and deadlines
- Able to work and communicate effectively in a professional environment
Responsibilities
- Respond to emails and phone calls requesting help with our products and services, and provide relevant learning materials and training
- Troubleshoot incidents following a prescriptive process, ultimately resolving or triaging the incident
- Perform video analytic configurations on IP cameras
- Triage customer requests to appropriate technical teams when necessary and translate responses back to the customer
- Document in ServiceNow all findings and actions taken while researching and resolving customer requests
- Ensure that every interaction with a customer, internally or externally, is a positive experience
- One-off projects assigned from your manager
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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
11-50 employees
