Customer Support Representative

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 Customer Support Representative.

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: Gainesville, VA or US Remote 

The work schedule for this position is Wednesday - Saturday, 9am - 8pm EST

Summary:

As a Customer Support Representative, you will answer inbound customer calls and electronic requests in a timely fashion to assist customers with their issues, including providing information about their system or to provide troubleshooting.  Maintain a positive and professional attitude towards customers at all times. Support Data Center in completing code changes on an as-needed basis to ensure timely customer support.

What You'll Do:

• Handling Inbound Customer Service & Technician Overflow Calls:
  • Answer phones and complete calls as per metrics.
  • Collaborate with internal teams to gather information and deliver solutions to the customer.
  • Manage customer calls and help them with emergency active alarm events.
  • Provide reports or work order summaries from D365, InSite, or MASterMind as per customer requests.
  • Regularly check CS Review cases to ensure accuracy and efficient response times.
  • Support technicians related to current service needs as required for overflow or during shifts with limited or no technical support.
• Programming Projects:
  • Complete a minimum of 10 Code Change requests per shift.
  • Analyze the delegated requests received by Sales and leadership regarding basic alarm panel programming and provide solutions.

What You'll Need:

• High School Diploma or equivalent 
• Customer Service Oriented:
  • Talking to customers on the phone, provide resolutions efficiently.
• Time Management:
  • Prioritize work and projects versus maintaining phone coverage.
• Eagerness to Learn:
  • Continually amass knowledge of different programs and systems to provide efficient customer service.
• Conflict Resolution:
  • Handle difficult customer calls while maintaining a professional demeanor.
• Phone Skills:
  • Have a pleasant and professional demeanor while handling customer calls.
• Problem Solving Skills:
  • Evaluating unique customer service requests for optimal resolution.
• Team Mindset:
  • Support others on the team, collaborate for knowledge and assistance.

What You'll Get:

We offer a “Total Rewards” package including:

• 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)

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 ideas, 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.