Role Description - Troubleshoot complex support issues involving proprietary case management systems and related technologies. - Serve as the primary escalation point for advanced customer support issues. - Monitor support queue health and case movement to ensure contractual service level agreements are met. - Coordinate workload distribution and prioritize support activities across the team. - Facilitate daily support operations and assist with coverage planning. - Lead and facilitate daily Support Scrum meetings, ensuring team members communicate priorities, blockers, escalations, and progress toward support objectives. - Serve as the primary Customer Support representative and point of contact during Support Triage meetings. - Coordinate follow-up actions resulting from Support Triage discussions and ensure appropriate ownership and accountability. - Monitor team capacity and make recommendations regarding work assignment and prioritization to maintain service level commitments. - Lead customer meetings and internal discussions requiring advanced product or technical expertise. - Identify trends, recurring issues, and opportunities for process improvement. - Provide day-to-day leadership and guidance to Customer Support Specialists. - Mentor and coach team members on technical skills, customer service practices, and case management. - Conduct peer reviews and quality assurance reviews of support cases. - Assist with onboarding and training of new support staff. - Identify training opportunities and coordinate knowledge-sharing activities. - Support employee development by providing feedback and recommendations to department leadership. - Serve as a resource for team members requiring assistance with complex cases. - Develop and maintain support procedures and best practices. - Recommend improvements to support workflows, tools, and customer communication processes. - Collaborate with all Alliance teams to improve customer outcomes. - Assist in the development and delivery of support training initiatives. - Identify and communicate customer-impacting issues proactively. - Serve as the primary point of contact for the Support Script Approval Process. - Review, coordinate, and track approval of support scripts, customer communication templates, and related support content to ensure consistency, accuracy, and adherence to organizational standards. Qualifications - Advanced knowledge of Alliance products and support processes. - Demonstrated ability to lead and mentor peers. - Strong customer service and conflict resolution skills. - Ability to manage competing priorities and make sound operational decisions. - Ability to analyze support trends and identify improvement opportunities. - Strong written and verbal communication skills. - Ability to work independently with minimal supervision. - Ability to collaborate effectively across departments. - Proficiency in Microsoft Office, Teams, and support management systems. Benefits - Health care benefits and Insurance benefits (e.g., vision, dental, life, disability) - Retirement benefits (e.g., 401(k)) - Paid time off - 11 Paid holidays

• Provide excellent customer service by way of many different channels including email, phone and live chat • Work to resolve technical problems reported by customers via phone (inbound and outbound), email and live chat • Provide exceptional customer service in a responsive, resourceful, and friendly manner • Answer questions related to Gaggle products by working extensively within the G Suite and Office365 applications • Analyze and review customer system setup to ensure accuracy • Educate customers on their particular Gaggle services and resources • Work with assigned customers to implement services and to provide ongoing support

Role Description In an omnichannel environment, the Customer Experience Associate is expected to handle customer interactions across multiple channels seamlessly. Reps should be adept at managing interactions via phone, email, chat, social media, and SMS. Must have the ability to switch between channels during a single interaction, such as moving from a chat to a phone call if needed with the goal of assisting in answering customer questions, making account updates, and resolving all concerns. If necessary, escalate the call to technical support or schedule a service visit. Accurately document all customer interactions with the business application. - Receive inbound communications from customers via multiple channels including phone, chat, email, and text and provide positive customer experiences while adhering to quality standards and real-time first call resolution. - Enter accurate and complete documentation of all customer interactions into the business application. - Review open work orders, research, and make outbound calls, emails, texts, and chats to customers to identify and resolve potential issues. - Discuss our referral program as well as new products and offerings with our customers. - Increase our service level by achieving individual call metrics which are reviewed on an ongoing basis. Qualifications - High School Diploma or equivalent. - One year of relevant customer service experience in an omnichannel or multichannel call center environment. - Strong verbal and written communication skills to effectively handle inquiries and resolve issues. - Demonstrate empathy and patience, especially when dealing with irate or frustrated customers. - Excellent spelling/grammar. - Have a working knowledge of Microsoft Office Programs to prepare documents as needed. - CRM Proficiency: Familiarity with Customer Relationship Management (CRM) systems to track and manage customer interactions. - Unified Desktop Use: Ability to use a unified agent desktop that integrates all communication channels and customer data. Requirements - Quick Resolution: Efficiently resolve customer issues by leveraging available tools and resources. - Escalation Management: Know when and how to escalate issues to higher-level support if necessary. - Able to meet all customer deadlines (both internal and external). - Able to obtain and maintain state licenses and technical certification as needed to access customer accounts. - Complete and pass ADC training in first 90 days. - Able to work from home (Vector-provided equipment) without distraction. Benefits - Competitive compensation with incentive eligibility. - Medical, dental, and vision coverage. - HSA/FSA programs. - Company paid life and AD&D insurance. - Company paid short- and long-term disability. - Voluntary benefit products. - 401k retirement savings plan after just 60 days. - 7 Company Holidays, plus 2 Floating holidays of your choice. - Paid Time Off. - Tuition reimbursement. - Employee Assistance Program (EAP). Company Description We are one of the largest security integrators in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected, and empowered, one customer at a time. - Win as a team. - Do the right thing. - Make a difference every day. - Get it done. - Think big.

• Monitor and interpret indicators on the CSM Portfolio Dashboard - 360° view to prioritize risks and opportunities. • Execute and drive consistent actions from playbooks for Risk Stage, Critical Cases, and Involuntary Churn. • Conduct retention conversations and medium-complexity negotiations. • Make strategic contacts focused on improving Health Score, engagement, and product adoption. • Lead retention conversations, provide functional support, operational guidance, and clarify features of the contracted solution. • Analyze root causes of churn and propose consistent improvements. • Work together with Support on recurring issues, relevant technical cases, and action plans. • Actively participate in the flow of integrations with other systems, ensuring a consultative approach and risk reduction. • Support the Commercial team by identifying clear upsell, upgrade, and cross-sell opportunities. • Participate in the creation and continuous improvement of playbooks. • Assist the team with technical knowledge, best practices, and execution examples.