RRemoteville

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Vector Security logoVector Security

Technical Support Specialist

Skills
Attention To DetailCustomer SatisfactionLiteracyMicrosoft OfficeNetwork SwitchesPersuasionSales
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • High school diploma or equivalent
  • 2 to 3 years of relevant technical support experience
  • Strong verbal and written communication skills
  • Empathy and patience with frustrated customers
  • Sound decision making and accountability
  • Strong organization and attention to detail
  • Ability to manage multiple tasks and deadlines
  • Sales ability to resell value to customers
  • Working knowledge of Microsoft Office
  • Advanced technical ability to explain steps to customers
  • Complete ADC Technician Certification within 90 days
  • Complete Point Central training
  • Ability to obtain and maintain required state licenses and technical certifications

Nice to have

  • empathetic
  • patient
  • detail-oriented
  • accountable
  • organized
  • persuasive

Day to day

  • Provide higher-level technical support to customers across phone email chat social media and SMS channels
  • Switch seamlessly between communication channels during a single interaction to resolve questions update accounts and support customer needs
  • Troubleshoot equipment issues using technical knowledge diagnostic tools software and sound judgment while documenting every interaction accurately
  • Collaborate with team members escalate complex issues when needed and schedule on-site service visits only when necessary
  • Create new Alarm.com accounts process service cases in Microsoft D365 and complete required training on new technologies