Customer Care Specialist

LVT is redefining how businesses operate in the physical world, moving beyond traditional security solutions to deliver AI-driven, actionable intelligence that makes sites smarter, safer, and more secure. Since pioneering our first mobile, solar-powered units , our commitment to scrappy, hands-on innovation has made us an established leader and one of the fastest-growing companies in intelligent site technology. We are building the next generation of solutions—from our physical units in the field to a powerful Agentic AI platform—that allows our customers to gain unprecedented visibility and control over safety, compliance, and operations. This is your chance to join a cutting-edge team that isn't just watching the world change, but actively building the technology that is changing it. We’re a team that’s focused on growth and innovation, and we’re proud that our crew, products, and leadership are being recognized for it. A Top-Tier Growth Company: Named one of the Financial Times’ Fastest Growing Companies 2025 and #10 on the Inc. 5000 Rocky Mountain Regional list for 2025. Innovative Leadership: Our CEO, Ryan Porter, was named an EY Entrepreneur of the Year 2025, and our CTO, Steve Lindsey, was inducted into the Silicon Slopes CTO Hall of Fame in 2024. Product & Software Excellence: We were named one of The Software Report’s Top 100 Software Companies of 2023 and are a winner of the Security Today Govies Award for 2025. ABOUT THIS ROLE As a Customer Care Specialist, you are the first line of response for the customers who depend on LVT to keep their sites secure. You own the frontline resolution of incoming service tickets—diagnosing offline or underperforming hardware, tuning camera video analytics, and guiding customers to answers through a prescriptive troubleshooting process. When an issue demands deeper expertise, you triage it to the right specialized team and translate the resolution back into clear, customer-ready language. Every interaction you handle protects the trust customers place in LVT. LVT is a flexible-first company, but this role is based on-site at our American Fork, Utah headquarters, working alongside our support and technical teams. This position also requires registering with the State of Utah as an Alarm Agent. The process includes a state application and a federal background check with fingerprinting, and is separate from the standard background check completed for general employment eligibility at LVT. ROLE RESPONSIBILITIES Respond to inbound phone and email requests, resolving customer issues and equipping customers with the learning materials and training they need to succeed. Collaborate with field service technicians to facilitate unit locating, execute comprehensive system health checks, and optimize camera configurations. Troubleshoot incidents through a prescriptive diagnostic process, driving each one to a clear resolution or triage outcome. Configure video analytics on IP cameras to restore and optimize customer site performance. Triage complex requests to the appropriate technical teams and translate their responses back into clear, customer-ready answers. Document all findings and actions taken in ServiceNow to maintain an accurate, actionable record of every interaction. Deliver a positive experience in every interaction, whether internal or external. Execute one-off projects as assigned by your manager. OUR IDEAL CANDIDATE Customer Service Experience: 1+ years in customer service—call center, restaurant, retail, or equivalent. Typing Proficiency: A typing speed of 50+ words per minute. Problem-Solver: Strong problem-solving and critical-thinking skills that turn ambiguity into resolution. Detail-Oriented: Sharp attention to detail across documentation and diagnostics. Adaptable: Flexibility to shift with changing priorities and deadlines. Professional Communicator: Ability to work and communicate effectively in a professional environment. BENEFITS We believe you do your best work when your whole life is supported. We invest in our crew’s health, families, and financial futures with a benefits package designed to support you inside and outside the office. Full-time benefits include, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits (401k match up to 4%), and flexible PTO. LVT IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All candidates must pass a drug screening and background check upon employment. Some roles may also require passing a federal background check and fingerprinting. Must be authorized to work in the U.S. If reasonable accommodation is needed to participate in the job application or interview process, and/or to perform essential job functions, please reach out to your recruiter. #J-18808-Ljbffr