Data Support Representative

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 Support Representative! 

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) or US Remote

The work schedule for this position is Monday, Tuesday, Thursday, Friday, Saturday, 8am - 5pm EST

Summary:

As a Data Support Representative, 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.

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.
• 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.

Qualifications:

• 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.

Our Total Rewards package includes (but is not limited to):

• 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:

Vector Security is a leading provider of intelligent security and managed services solutions serving residential, commercial, and enterprise customers across North America. Through our Residential and Commercial business units, Vector Security delivers smart security, life safety, video, access control, and monitoring solutions. Our Vector Security Networks (VSN) division provides national security solutions for multi-site organizations, while Managed Network Services (MNS) delivers secure connectivity, and network management services that help businesses operate reliably and securely. For more than 50 years, we have been committed to protecting people, property, and business operations through innovative technology and exceptional service.

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
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.