Customer Care Specialist
On-siteAmerican Fork, Utah, United States
Job Summary
Respond to inbound phone and email requests, diagnosing offline hardware, tuning camera video analytics, and guiding customers through prescriptive troubleshooting. Collaborate with field service technicians to facilitate unit locating, execute system health checks, and optimize camera configurations. Triage complex requests to specialized teams and translate technical responses into clear, customer-ready answers. Document all findings and actions in ServiceNow to maintain accurate records. Execute one-off projects as assigned by your manager while delivering a positive experience in every interaction. This on-site role in American Fork, Utah, requires registering as an Alarm Agent with a federal background check and fingerprinting.
Required Qualifications
- 1+ years in customer service—call center, restaurant, retail, or equivalent
- A typing speed of 50+ words per minute
- Strong problem-solving and critical-thinking skills that turn ambiguity into resolution
- Sharp attention to detail across documentation and diagnostics
- Flexibility to shift with changing priorities and deadlines
- Ability to work and communicate effectively in a professional environment
- Registering with the State of Utah as an Alarm Agent
- Must be authorized to work in the U.S.
- Pass a drug screening and background check upon employment
- Pass a federal background check and fingerprinting
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