Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver advanced technical support to customers through various channels including phone, email, chat, social media, and SMS in an omnichannel and AI-driven environment.

• Navigate between different communication modes during a single interaction when necessary.

• Address customer inquiries, perform account modifications, and resolve any issues raised by customers.

• Refer calls to technical support or arrange service appointments when required.

• Thoroughly document all customer interactions in the designated business application.

• Diagnose equipment problems and identify suitable solutions.

• Assist customers with setup and troubleshooting under the "Do It with Me" approach.

• Utilize knowledge of software, hardware, and operational procedures to resolve technical challenges.

• Direct users through diagnostic and troubleshooting procedures using tools, software, or verbal guidance.

• Work collaboratively with team members to investigate and address issues.

• Arrange follow-up on-site service appointments only as needed.

• Set up new accounts in Alarm.com in accordance with established protocols.

• Receive, manage, and resolve auto-generated service-related cases efficiently.

• Keep up-to-date with technological advancements and trends.

• Participate in training sessions on new company technologies.

⛳️ Requirements

• High School diploma or equivalent qualification.

• 2 to 3 years of pertinent technical support experience.

• Ability to comprehend business processes and adhere to instructions.

• Strong verbal and written communication capabilities.

• Demonstrate empathy and patience when interacting with upset or frustrated customers.

• Excellent spelling and grammar skills.

• Strong decision-making abilities and a sense of accountability.

• Capacity to handle multiple tasks with meticulous attention to detail.

• Ability to meet customer deadlines consistently.

• Proficiency in promoting the value of Vector Security to current customers, including persuasive skills.

• Familiarity with Microsoft Office programs.

• Advanced technical skills to understand and articulate necessary procedures to customers.

• Complete the ADC Technician Certification training within 90 days.

• Finish Point Central training to support MDU customers.

• Capable of obtaining and maintaining state licenses and technical certifications as required to access customer accounts and resolve issues.

🏝️ Benefits

• Medical, dental, and vision insurance coverage.

• Company-funded life and AD&D insurance.

• Company-funded short- and long-term disability benefits.

• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.

• Voluntary benefit products available.

• 401k retirement savings plan eligibility after just 60 days.

• Paid time off for vacation, sick leave, and floating holidays.

• Tuition reimbursement program.

• Opportunities for professional growth.

• Competitive salary package.