Tier 1 Support Agent

Tier 1 Support AgentLVT is redefining how businesses operate in the physical world, moving beyond traditional security solutions to deliver AI-driven, actionable intelligence that makes sites smarter, safer, and more secure. Since pioneering our first mobile, solar-powered units, our commitment to scrappy, hands-on innovation has made us an established leader and one of the fastest-growing companies in intelligent site technology. We are building the next generation of solutionsfrom our physical units in the field to a powerful Agentic AI platformthat allows our customers to gain unprecedented visibility and control over safety, compliance, and operations. This is your chance to join a cutting-edge team that isn't just watching the world change, but actively building the technology that is changing it. We're a team that's focused on growth and innovation, and we're proud that our crew, products, and leadership are being recognized for it. As a Tier-1 Support Agent at LVT, you will be the first to respond to issues affecting our customers. You will respond to service tickets regarding underperforming and offline hardware, or cameras that need video analytics adjusted. You will provide preliminary diagnosis and resolution by following a prescriptive troubleshooting tree, escalating to specialized teams when necessary. You will assist customers with questions about our products and services via phone and email, resolving issues and educating them through learning materials and training. This particular position also requires registering with the state of Utah as an Alarm Agent. This process includes a federal background check/fingerprinting and an application. This is separate from the background check you would complete for general employment eligibility at LVT. Role responsibilities include: Respond to emails and phone calls requesting help with our products and services, and provide relevant learning materials and training Troubleshoot incidents following a prescriptive process, ultimately resolving or triaging the incident Perform video analytic configurations on IP cameras Triage customer requests to appropriate technical teams when necessary and translate responses back to the customer Document in ServiceNow all findings and actions taken while researching and resolving customer requests Ensure that every interaction with a customer, internally or externally, is a positive experience One-off projects assigned from your manager Our ideal candidate has: 1+ years experience in customer service, including call center, restaurant, retail, or equivalent Typing speed of 50+ words per minute Strong problem-solving and critical-thinking skills Attention to detail Flexibility to adapt to changing priorities and deadlines Able to work and communicate effectively in a professional environment We believe you do your best work when your whole life is supported. We invest in our crew's health, families, and financial futures with a benefits package designed to support you inside and outside the office. LVT is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All candidates must pass a drug screening and background check upon employment. Some roles may also require passing a federal background check and fingerprinting. Must be authorized to work in the U.S. If reasonable accommodation is needed to participate in the job application or interview process, and/or to perform essential job functions, please reach out to your recruiter.