Data Center Support Rep

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we’d like to invite you to join our team as a Data Center Support Rep! We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members Location: Gainesville, VA - Hybrid The schedule for this position is Tuesday - Saturday, 8am - 5pm EST Summary: As a Data Center Support Rep, you will process code changes in a timely fashion, per metrics (within 24 hours, excluding weekends). Answer inbound customer calls and electronic requests to deliver efficient customer service. What You'll Do: Process Code Changes: Validating the customer details and authorization to communicate the code changes and assignment. Work directly with an on-site customer representative to initiate a connection sequence in the store. Evaluate the alarm panel data in MASterMind and possess a better understanding of the different panels used by different customer, in order to correctly process the code changes. Processing a minimum of 8 code changes per shift-hour. Answer Inbound Customer Calls: Answering Code Change request calls or general Customer Support calls to provide better customer service. Use InSite to process code changes by referencing existing customer contact list, update them as needed. Monitoring of Code Request Inbox: Receive escalated code change requests from customers and verify customer reference numbers. Update data in customer monitoring software as appropriate. Coordinating with other departments based on the request received and ensuring that they are processed in a timely manner. What You'll Need: High School Education or equivalent 1-2 Years of Experience: Call Center/Data Entry/Customer Service Environment. Multitasking: Evaluate data, process requests while interacting on the phone. Attention to Detail: Referencing Procedures. Alarm Industry Experience - Preferred: Familiarity with different panel types. Customer Service: Taking calls efficiently and providing a timely customer service response. Communication & Interpersonal Skills: Taking calls efficiently and providing a timely customer service response. 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 Tuition reimbursement Employee Assistance Program (EAP) About Us: We are one of the largest security integrators in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected and empowered, one customer at a time. Our Values: Win as a team. Do the right thing. Make a difference every day. Get it done. Think big If you share these ideas, we’d love to hear from you! 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 The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)