Customer Support Representative

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. 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 Employee Assistance Program (EAP) 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. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr