Data Center Support TL

Company: Vector Security
Location: Gainesville
Posted on: May 28, 2023

Job Description:

Vector Security Networks is hiring for Data Center Support TL in Gainesville VA. The Data Center Support TL will be processing code changes in a timely fashion, per metrics and answer inbound customer calls to deliver efficient customer service.Main Responsibilities: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 (25/shift)* Wiki updates for codes as needed* Project workflow delegation (as directed; see mgr/sup project duties)* Supervisory backup for CSR teamsAnswer 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.Company Overview:Why join us?We are the fourth largest security integrator 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 ideals, we'd love to hear from you!Benefits:Along with competitive compensation and career advancement opportunities, we offer a comprehensive "Total Rewards" package. Qualifying employees receive:Medical, dental, and vision coverageCompany paid life and AD&D insuranceCompany paid short- and long-term disabilityVoluntary benefit products401k retirement savings planPaid time off for vacation, sick days and floating holidaysTuition reimbursementEmployee Assistance Program (EAP)Vector Security is a Drug-Free WorkplaceVector Security is an Equal Opportunity EmployerAll applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran or disability status.ExperienceRequired1-2 years of experience in call center/customer service environmentEducationPreferredHigh School or betterSkillsRequiredAttention to detailCommunicationAbility to multi-taskEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe 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)PDN-993f6392-7d9f-470a-ab9c-07851014062f

Keywords: Vector Security, Germantown , Data Center Support TL, Other , Gainesville, Maryland