Technical Support Specialist

Vector Security

. Provide higher-level technical support to customers across phone, email, chat, social media, and SMS in an omnichannel and AI environment .

Posted 9/17/2026full-timeRemote • United StatesJuniorMid-Level💰 $19 - $30 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical support capabilities with a focus on customer interaction across multiple channels, including troubleshooting and problem resolution. Proficient in documenting interactions and maintaining knowledge of technology trends and innovations.

Highest-signal resume keywords

Technical Support ExperienceCustomer Interaction ManagementTroubleshooting SkillsMicrosoft Office ProficiencyADC Technician Certification

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Troubleshooting Equipment IssuesDiagnostic Tools UsageAccount ManagementTechnical Problem SolvingOmnichannel Support

Soft Skills

Strong Verbal CommunicationWritten Communication SkillsEmpathyPatienceAttention to Detail

Tools & Technologies

Business Application SoftwareAlarm.comPoint Central

Certifications & Qualifications

ADC Technician CertificationState Licenses

Industry Keywords

Technical SupportCustomer ServiceTechnology InnovationsService-Related CasesDo It with Me Setup

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

High School diploma or equivalent
2 - 3 years of relevant technical support experience
Able to understand business processes and follow instructions
Strong verbal and written communication skills
Empathy and patience when dealing with irate or frustrated customers
Excellent spelling/grammar
Sound decision-making and accountability
Ability to manage multiple tasks with great attention to detail
Ability to meet all customer deadlines
Ability to resell the value of Vector Security to existing customers, including persuasion
Working knowledge of Microsoft Office Programs
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
Able to obtain and maintain state licenses and technical certifications as needed to access customer accounts and resolve issues

Benefits

Comp & perks

Medical, dental, and vision coverage
Company paid life and AD&D insurance
Company paid short- and long-term disability
FSA/HSA Plans
Voluntary benefit products
401k retirement savings plan after just 60 days
Paid time off for vacation, sick and floating holidays
Tuition reimbursement
Growth opportunities
Competitive salary