Tier 1 Support - Night Shift Lead (6pm - 6am)
LVTABOUT 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 Team Lead at LVT, you will act as a buffer between the Tier-1 Support team and their manager. You will be the first escalation point for any process or customer support questions. You will help monitor the team’s productivity, ensuring they’re on task and working on what is most important. When you don’t have the answer to a question coming from your team, you will personally escalate to the relevant teams within Support or to your manager when it involves another department. As you recognize gaps in the team’s documentation and procedures, you will work with your manager to make the necessary improvements to better enable the team going forward.
RESPONSIBILITIES
- Be the first escalation point for any process or customer support questions coming from the Tier-1 Support team
- Help monitor the team’s productivity, ensuring they’re on task and working on what is most important
- Work with the Customer Support Manager to make improvements to the Tier-1 Support team’s documentation and procedures
- Perform the duties of a Tier-1 Support Agent
QUALIFICATIONS
- 2+ 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
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.