Vector Security

Customer Support

• Contact customers about trouble notifications and attempt to resolve issues or schedule service across phone, email, chat, social media, and SMS
• Switch between communication channels during a single interaction when needed
• Answer customer questions, make account updates, and resolve customer concerns
• Escalate calls to technical support or schedule service visits when necessary
• Document all interactions accurately on customer accounts
• Coordinate scheduling of inspection work orders, including fire, CO, and annual recurring inspections
• Review and research accounts based on trouble notifications from ADC, Alarmnet, Uplink, and related systems
• Support field service technicians as needed
• Discuss referral programs, new products, and service offerings
• Receive inbound residential and commercial customer communications while meeting quality standards and real-time first-call resolution goals
• Create, update, and close CRM cases
• Schedule service work orders
• Place accounts into no-response or on-test status
• Handle account questions, requested reports, documents, research, and customer or site information updates
• Educate customers on proper system use and maintenance
• Assist cancellation callers by offering solutions and additional services to minimize attrition
• Review open work orders and make outbound calls, emails, texts, and chats to identify and resolve potential issues
• Meet individual call metrics to increase service levels

Customer Experience Service Coordinator

IT Support

• Provide higher-level technical support to customers across phone, email, chat, social media, and SMS in an omnichannel and AI environment
• Switch between communication channels during a single interaction when needed
• Answer customer questions, make account updates, and resolve customer concerns
• Escalate calls to technical support or schedule service visits when necessary
• Accurately document all customer interactions in the business application
• Troubleshoot equipment issues and determine appropriate resolutions
• Assist customers with Do It with Me setup and troubleshooting
• Apply knowledge of computer software, hardware, and procedures to solve problems
• Guide users through diagnostic and troubleshooting processes using diagnostic tools, software, or verbal instructions
• Collaborate with team members to research and resolve problems
• Schedule follow-up on-site service appointments only when necessary
• Create new accounts in Alarm.com following established guidelines
• Receive, open, process, and close auto-generated service-related cases
• Maintain knowledge of technology innovations and trends
• Attend training on new company technology

Customer Experience Service Coordinator

Technical Support Specialist