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Tier 1 Support Agent

2 months ago

American Fork, United States LVT Corp Full time
ABOUT LVT

LVT is on a mission to make the world safer and more secure through rapidly deployable security hardware that runs on our proprietary SaaS platform. Our enterprise-grade safety and security ecosystem makes it easy to secure essentially any physical environment through intelligent automation and actionable insights. As an industry leader in the IoT space, our systems are deployed in every state and adopted by Fortune 500 enterprise companies who share this vision.

ABOUT THIS ROLE

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, and 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.
  • Respond to emails and phone calls requesting help with our products and services
  • Keep customers informed of all progress made towards restoring service to their units
  • Triage customer requests to appropriate technical teams when necessary and translate responses back to the customer
  • Run ServiceNow Incidents through a documented troubleshooting tree
  • Document all work related to researching and resolving customer requests, providing thorough documentation for future reference
*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.

RESPONSIBILITIES
  • Receive questions from customers via phone and ServiceNow Cases, and provide relevant learning materials and training
  • Create ServiceNow Incidents
  • Troubleshoot incidents following a prescriptive process, ultimately resolving or triaging the incident
  • Research open Incidents and Work Orders, and provide meaningful progress updates to customers through their Case
  • Escalate customer requests to technical teams for resolution when appropriate
  • Document in ServiceNow all findings and actions taken while researching and resolving customer requests
  • Respond to field service technicians over the phone regarding the health status or location of a unit when requested
  • Provide estimated wait time to technicians waiting in queue for a Hardware Support Specialist
  • Ensure that every interaction with a customer, internally or externally, is a positive experience
  • One-off projects assigned from your manager
QUALIFICATIONS
  • 1+ years experience in customer service including call center, restaurant, retail, or equivalent
  • CompTIA ITF+ certified or equivalent hands-on experience
  • Typing speed of 50+ words per minute
  • Able to work and communicate effectively in a professional environment
QUALIFICATIONS

  • Phone calls
    • Monitoring Partners calling for system-wide outages
    • Service Technician calls nearing 90-second answer rate SLA
    • Customers calling for help with our product and services
    • Service Technicians calling in asking about the status or location of a unit
  • ServiceNow Case and Incident Inbox
    • Accept offered Cases and respond appropriately
  • ServiceNow Cases assigned to yourself
    • Follow-up on and close any Cases currently assigned to you
  • Periodic one-off projects as assigned by your manager
WHY JOIN US
  • Founder-led and employee-driven company
  • The opportunity to build where you stand
  • Value centric decision making
  • Both an economically stable and hyper-growth environment (ask us how this is possible)
  • The market leader in redefining how B2B does security
On top of the obvious benefit of getting paid to work with great people who are laser-focused on a mission that matters, we also offer the following benefits:
  • Comprehensive health, vision, and dental benefits for you and your family. Including supplemental and life insurance, company-paid HSA contributions, and an Employee Assistance Program (EAP).
  • 401(k) With up to 4% match
  • Time Off & Paid Holidays - Ask us how we empower employees to take control of their well-being
  • Stock Options - Every full-time employee has the opportunity to be an owner of the company and benefit from our success.
  • Paid Parental Leave - To help your growing family while you're away from work.
  • Company Events - Christmas Party, Summer Party, and other parties to celebrate whenever we can find an excuse.
  • Charitable Opportunities - LVT sends groups of employees to help the Daybreak Vision Project restore sight to thousands of people a year.
  • Wellness - We regularly host dentists, chiropractors, financial experts, and other professionals to provide services and seminars to help promote physical, mental, emotional, and financial wellness.
  • And More - Scholarship opportunities for employees and their dependents, discounted cell services, and opportunities to score tickets to Utah Jazz games and other Delta Center events.

HR Policy
We're 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.