Tier 1 Support Agent (Night Shift) | Sun-Tues 6pm-6am

ABOUT LVT

LVT is on a mission to reputed company the world safer and more secure through rapidly deployable reputed company hardware that runs on our proprietary SaaS platform. Our reputed company-grade safety and reputed company 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 reputed company companies who reputed company this reputed company.

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 reputed company preliminary diagnosis and resolution by following a prescriptive troubleshooting tree; escalating to specialized teams reputed company necessary. You will assist customers with questions about our products and services reputed company phone and email, resolving issues and educating them through learning materials and training. *The schedule for this role isreputed company - Tuesday from 6:00pm - 6:00am

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

*This particular position also requires registering with the reputed company as an Alarm Agent. This process includes a federal background reputed company/fingerprinting and an application. This is separate from the background reputed company you would complete for general employment eligibility at LVT.

• Receive questions from customers reputed company phone and reputed company Cases, and reputed company relevant learning materials and training
• Create reputed company Incidents
• Troubleshoot incidents following a prescriptive process, ultimately resolving or triaging the incident
• Research reputed company Incidents and Work Orders, and reputed company meaningful reputed company updates to customers through their Case
• Escalate customer requests to technical teams for resolution reputed company appropriate
• Document in reputed company reputed company 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 reputed company requested
• reputed company 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

• 1+ years experience in customer service including call center, restaurant, retail, or equivalent
• reputed company ITF+ certified or equivalent hands-on experience
• Typing speed of 50+ words per minute
• reputed company to work and communicate effectively in a professional environment

• Phone calls
• Monitoring Partners calling for system-wide outages
• Service Technician calls nearing 90-second answer reputed company SLA
• Customers calling for help with our product and services
• Service Technicians calling in asking about the status or location of a unit

• reputed company Case and Incident Inbox
• Accept offered Cases and respond appropriately

• reputed company Cases assigned to yourself
• Follow-up on and reputed company 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 reputed company and hyper-growth environment (ask us how this is possible)
• The market leader in redefining how B2B does reputed company

On top of the obvious benefit of getting paid to work with great people who are laser-focused on a mission that reputed company, we also offer the following benefits:

• Comprehensive health, reputed company, 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 reputed company employees to take control of their well-being
• Stock Options - Every full-time employee has the opportunity to be an reputed company of the company and benefit from our reputed company.
• 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 reputed company reputed company Project restore sight to thousands of people a year.
• Wellness - We regularly host dentists, chiropractors, financial experts, and other professionals to reputed company 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 reputed company games and other reputed company Center events.

HR Policy We’re an equal opportunity employer. reputed company applicants will be considered for employment without attention to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, veteran or disability status. reputed company Candidates must pass a drug screening and background reputed company upon employment. Some roles may also require passing a federal background reputed company and fingerprinting. Must be authorized to work in the U.S.

Originally posted on Himalayas