What are the responsibilities and job description for the Alert Response Specialist position at LVT?
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 an Alert Response Specialist at LVT, you will be part of a dedicated team committed to delivering exceptional service to our customers. You will play a critical role in managing customer account information and alert response preferences, ensuring accuracy, efficiency, and a seamless experience.
In this role, you will investigate and resolve customer issues, proactively identify and correct potential setup concerns, and conduct account audits to maintain optimal alert configurations. Additionally, you will collaborate with internal teams and customers to provide training and consultation on our Alert Response Services. Your ability to analyze data, resolve issues, and enhance processes will be key to your success.
RESPONSIBILITIES
- Investigate and resolve ServiceNow Cases efficiently and effectively
- Collaborate with internal teams where appropriate to address and escalate issues of high complexity
- Perform customer-initiated account audits to ensure optimal setup
- Monitor and manage proactive audit dashboards to identify potential improvements
- Assist ARS partners in addressing customer inquiries and service requests
- Support process improvement initiatives and contribute to documentation updates
- Deliver a positive and professional experience in all customer and internal interactions
QUALIFICATIONS
- Minimum 2 years of experience in customer service, research, or project management
- Strong problem-solving skills with the ability to develop effective solutions with minimal direction
- Proficiency in ServiceNow or similar case management platforms
- Typing speed of 50 words per minute
- Excellent communication and collaboration skills
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.
