What are the responsibilities and job description for the Tier-1 Support Agent position at LVT (LiveView Technologies)?
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 The 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, 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.
Responsibilities
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:
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.
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 The 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, 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.
Responsibilities
- 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
- 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
- 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.
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.