Technical Support Specialist

Vector Security, Inc.; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

A leading security solutions provider seeks a Technical Support Specialist to provide remote support to customers through various channels. Responsibilities include troubleshooting, documentation, and ensuring customer satisfaction. Candidates must have a High School diploma, 2-3 years of experience, and strong communication skills. Competitive compensation and benefits are offered.

Benefits

Remote work flexibility

Medical, dental and vision coverage

401k retirement savings plan

Paid time off

Tuition reimbursement

Qualifications

• 2-3 years of relevant technical support experience.
• Ability to manage multiple tasks and meet deadlines.
• Ability to work from home without distraction.

Responsibilities

• Troubleshoot customer concerns through various channels.
• Assist customers with setup and troubleshooting.
• Enter accurate documentation in D365.

Skills

Verbal and written communication skills

Technical troubleshooting

Attention to detail

Persuasive skills

Education

High School diploma or equivalent

Tools

Microsoft Office

Microsoft D365

Job description

Overview

Technical Support Specialist (Remote - US) in an omnichannel and AI environment provides technical support to customers across multiple channels, including phone, email, chat, social media, and SMS. Ability to switch between channels within a single interaction to answer questions, update accounts, and resolve issues. Escalate to a call or schedule a service visit when necessary. Accurately document all customer interactions in the business application.

What You’ll Do

• Troubleshoot customer concerns by engaging via omnichannel formats and AI, determine equipment issues, and apply technical knowledge to resolve issues and maximize customer satisfaction.
• Assist customers with Do It with Me setup and troubleshooting to ensure the system functions properly.
• Apply knowledge of computer software, hardware, and procedures to solve problems.
• Guide users through diagnostic and troubleshooting processes, including use of diagnostic tools, 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 technician dispatches.
• Enter accurate and complete documentation of all customer interactions into D365.
• Create new accounts in Alarm.com following established guidelines.
• Receive, open, process, and close auto-generated service-related cases through Microsoft D365.
• Maintain knowledge of technology innovations and trends and attend training on new technology used by the company.

What You’ll Need

• High School diploma or equivalent with 2-3 years of relevant technical support experience.
• Strong verbal and written communication skills with empathy and patience when dealing with customers.
• Excellent spelling and grammar.
• Ability to make sound decisions and be accountable for them.
• Ability to manage multiple tasks with attention to detail and meet customer deadlines.
• Ability to resell Vector Security’s value to existing customers, including persuasive skills.
• Working knowledge of Microsoft Office programs.
• Ability to obtain and maintain state licenses and technical certifications as needed.
• Ability to work from home with Vector-provided equipment without distraction.

What You’ll Get

In addition to competitive compensation and career advancement opportunities, a comprehensive "Total Rewards" package is offered. Qualifying employees receive:

• Remote work flexibility
• Medical, dental and vision coverage
• Company-paid life and AD&D insurance
• Company-paid short- and long-term disability
• FSA/HSA plans
• Voluntary benefit products
• 401k retirement savings plan after 60 days
• Paid time off for vacation, sick and floating holidays
• Tuition reimbursement
• Employee Assistance Program (EAP)

About Us

We are the fourth largest security integrator in the country with more than 50 years of experience installing innovative security and smart automation solutions for homes and businesses. Our purpose is to make the world more secure, connected, and empowered, one customer at a time.

Our Values

• Win as a team.
• Do the right thing.
• Make a difference every day.
• Get it done.
• Think big.

Vector Security is a Drug-Free Workplace and an Equal Opportunity Employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, veteran status, or disability. This employer provides rights information pursuant to federal employment laws. For details, please review the Know Your Rights notice from the Department of Labor.