Vector Security · 2 days ago

Technical Support Specialist

United States

Full-time

Remote

Entry Level

2+ years exp

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Responsibilities

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.

Create new accounts in Alarm.com by following established guidelines.

Receive, open, process and close auto-generated service-related cases through Microsoft D365.

Maintains knowledge of technology innovations and trends.

Attends training on new technology used by company.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportMicrosoft D365Alarm.comMicrosoft OfficeADC Technician CertificationPoint Central Training

Required

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.