Technical Support Specialist (Maintenance)

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we'd like to invite you to join our team as a Technical Support Specialist.

We offer great benefits, a competitive salary, and growth opportunities. We think you'll find what you want here because what we do matters - to us, our customers, and most of all, our team members.

Location: US/Remote 

This position offers varying shifts and schedules. The following options are available:

Sunday-Thursday: 7am - 3:30pm or 2:30pm - 11pm

Tuesday-Saturday: 7am - 3:30pm or 7:30am - 4pm

This position is responsible for providing technical support and answers to users' questions, assisting users by troubleshooting problems with computer hardware or software. This includes making outbound calls for follow up on auto-generated issues as well as receiving requests to assist customers by trouble shooting equipment issues.

What You'll Do:  

Troubleshoot Customer Concerns:

• Engage with customer via omnichannel formats and 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.
• Enter accurate and complete documentation of all customer interactions into D365.

Technical:

• Create new accounts in Alarm.com by following established guidelines.
• Receive, open, process and close auto-generated service-related cases through Microsoft D365.

Technology:

• Maintains knowledge of technology innovations and trends.
• Attends training on new technology used by company.

What You'll Need:

• High School diploma or equivalent with 2-3 years of relevant technical support experience.
• Able to communicate effectively and professionally to customers.
• Able to manage multiple tasks with great attention to detail. Able to meet all customer deadlines (both internal and external)
• Company-specific software for CRM and scheduling. Able to become proficient in these business systems in order to demonstrate competency with company specific processes and procedures.
• Have a working knowledge of Microsoft Office Programs.
• 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.

We offer:

Along with competitive compensation and career advancement opportunities, we offer a comprehensive “Total Rewards” package. 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
• 401k 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 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
• Think big

If you share these ideals, we'd love to hear from you!

Vector Security is a Drug-Free Workplace 

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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

See job description