Data Support Representative

Location: Gainesville, VA (hybrid) or US Remote

About Us

We are one of the largest security integrators in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our 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, and think big.

Responsibilities

• Process code changes in a timely fashion, per metrics (within 24 hours, excluding weekends).
• Validate customer details and authorization to communicate code changes and assignment.
• Work directly with an on-site customer representative to initiate a connection sequence in the store.
• Evaluate alarm panel data in MASterMind and understand the different panels used by customers to correctly process code changes.
• Process a minimum of 8 code changes per shift-hour.
• Answer inbound customer calls for code change requests or general customer support to provide efficient service.
• Use InSite to process code changes by referencing and updating the existing customer contact list as needed.
• Monitor the code request inbox, receive escalated code change requests from customers, and verify customer reference numbers.
• Update data in customer monitoring software as appropriate.
• Coordinate with other departments to ensure requests are processed in a timely manner.

Requirements

• High school education or equivalent.
• 1-2 years of experience in a call center, data entry, or customer service environment.
• Ability to multitask: evaluate data and process requests while interacting on the phone.
• Strong attention to detail and ability to reference procedures.
• Alarm industry experience preferred, including familiarity with different panel types.
• Excellent customer service skills, including efficient call handling and timely response.
• Strong communication and interpersonal skills.

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).

Schedule

Monday, Tuesday, Thursday, Friday, Saturday, 8:00 AM – 5:00 PM EST