Technical Support Specialist

At Vector Security, we think big, do the right thing, and make a difference every day. If this resonates with you, we invite you to join our team as a Shared Services Technical Support Specialist. We offer great benefits, a competitive salary, and growth opportunities.

About the Role

We think you'll find what you want here because what we do matters—to us, our customers, and most importantly, our team members.

Work Hours

Location: Remote US/USA
Work Hours: Friday through Monday - 10-hour shifts with negotiable start times.

What You’ll Do

• Troubleshoot Customer Concerns
• Engage with customers via omnichannel formats and AI to determine equipment issues and appropriate resolutions.
• Apply technical expertise and sound judgment to ensure high levels of customer satisfaction.
• Guide users through diagnostic and troubleshooting processes, including the use of diagnostic tools and software.
• Collaborate with other team members to research and resolve problems.
• Schedule follow-up on-site service appointments only when necessary to reduce technician dispatches.
• Create new accounts in Alarm.com by following established guidelines.
• Open, process, and close auto-generated service-related cases through Microsoft D365.
• Enter accurate and complete documentation of all customer interactions into D365.

What You’ll Need

• High School diploma or equivalent with 2-3 years of relevant technical support experience.
• Able to understand business processes and follow instructions.
• Strong verbal and written communication skills to 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.
• Excellent spelling and grammar.
• Able to make sound decisions and be accountable for those decisions.
• Able to manage multiple tasks with great attention to detail and meet all customer deadlines.
• 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 issues.

Benefits

We offer a comprehensive "Total Rewards" package, including competitive compensation and career advancement opportunities. Qualifying employees receive:

• 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
• 401(k) retirement savings plan after just 60 days
• Paid time off for vacation, sick, and floating holidays
• Tuition reimbursement

Why Join Us?

We are one of the largest security integrators in the country and have proudly installed innovative security and smart automation solutions since 1970. 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
• Think big

We are committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We are an Equal Opportunity Employer and a Drug-Free Workplace.