Technical Support Specialist
Role Overview
As a Technical Support Specialist, you will handle a higher-level technical support to customers across multiple channels seamlessly in an omnichannel and AI environment. Reps should be adept at managing interactions via phone, email, chat, social media, and SMS. Must have the ability to switch between channels during a single interaction, such as moving from a chat to a phone call if needed with the goal of assisting in answering customer questions, making account updates, and resolving all concerns. If necessary, escalate the call to technical support or schedule a service visit. Accurately document all customer interactions with the business application.
Key Skills for This Role
Full Job Posting
Summary
As a Technical Support Specialist, you will handle a higher-level technical support to customers across multiple channels seamlessly in an omnichannel and AI environment. Reps should be adept at managing interactions via phone, email, chat, social media, and SMS. Must have the ability to switch between channels during a single interaction, such as moving from a chat to a phone call if needed with the goal of assisting in answering customer questions, making account updates, and resolving all concerns. If necessary, escalate the call to technical support or schedule a service visit. Accurately document all customer interactions with the business application.
Troubleshoot Customer Concerns
Engage with customer via omnichannel formats and AI to determine what equipment issue may exist and most appropriate resolution by utilizing technical expertise and sound judgement to ensure the highest level of customer satisfaction.
Assist customers with Do It with Me set up, troubleshooting to ensure system is functioning properly.
Apply knowledge of computer software, hardware, and procedures to solve problems.
Guide users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
Collaborate with other team members to research and resolve problems.
Schedule follow up on-site service appointments only when necessary to reduce the frequency of dispatching technicians.
Technical
Create new accounts in Alarm.com by following established guidelines.
Receive, open, process and close auto-generated service-related cases.
Enter accurate and complete documentation of all customer interactions.
Technology
Maintains knowledge of technology innovations and trends.
Attends training on new technology used by company.
Qualifications
- High School diploma or equivalent with 2 - 3 years of relevant technical support experience . Able to understand our business processes and follow instructions
- Able to understand our business processes and follow instructions
- Communication Skills: Strong verbal and written communication skills to effectively 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, maintaining the same level of professionalism and support. Excellent spelling/grammar.
- Strong verbal and written communication skills to effectively 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, maintaining the same level of professionalism and support.
- Excellent spelling/grammar.
- Decision Making: Able to make sound decisions and be willing to be accountable for the decisions made. Decisions are often made using deductive reasoning and negotiating an acceptable resolution.
- Able to make sound decisions and be willing to be accountable for the decisions made.
- Decisions are often made using deductive reasoning and negotiating an acceptable resolution.
- Organization Skills: Able to manage multiple tasks with great attention to detail. Able to meet all customer deadlines (both internal and external).
- Able to manage multiple tasks with great attention to detail. Able to meet all customer deadlines (both internal and external).
- Sales Skills: Ability to resell the value of Vector Security to existing customers, including the use of persuasion.
- Ability to resell the value of Vector Security to existing customers, including the use of persuasion.
- Computer Literacy: Have a working knowledge of Microsoft Office Programs.
- Have a working knowledge of Microsoft Office Programs.
- Technical Skills: Have 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.
- Have 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.
- Licenses/Certifications: Able to obtain and maintain state licenses and technical certifications as needed to access customer accounts and competently resolve their issues.
- Able to obtain and maintain state licenses and technical certifications as needed to access customer accounts and competently resolve their issues.
Our Total Rewards package includes (but is not limited to)
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 just 60 days
Paid time off for vacation, sick and floating holidays
Tuition reimbursement
About Us
Vector Security is a leading provider of intelligent security and managed services solutions serving residential, commercial, and enterprise customers across North America. Through our Residential and Commercial business units, Vector Security delivers smart security, life safety, video, access control, and monitoring solutions. Our Vector Security Networks (VSN) division provides national security solutions for multi-site organizations, while Managed Network Services (MNS) delivers secure connectivity, and network management services that help businesses operate reliably and securely. For more than 50 years, we have been committed to protecting people, property, and business operations through innovative technology and exceptional service.
Our Values
Win as a team
Do the right thing
Make a difference every day
Get it done
Think big
If you share these ideals, we'd love to hear from you!
Vector Security is an Equal Opportunity Employer
All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.
About Vector Security
Private security integrator providing monitored alarms, video, access control, automation, and network services to homes and businesses.
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