Tier 1 Support Agent

ABOUT LVT

LVT is redefining how businesses operate in the physical world, moving beyond traditional security solutions to deliver AI-driven, actionable intelligence that makes sites smarter, safer, and more secure. Since pioneering our first mobile, solar-powered units, our commitment to scrappy, hands-on innovation has made us an established leader and one of the fastest-growing companies in intelligent site technology. We are building the next generation of solutions—from our physical units in the field to a powerful Agentic AI platform—that allows our customers to gain unprecedented visibility and control over safety, compliance, and operations. This is your chance to join a cutting-edge team that isn't just watching the world change, but actively building the technology that is changing it.

We’re a team that’s focused on growth and innovation, and we’re proud that our crew, products, and leadership are being recognized for it.

• A Top-Tier Growth Company: Named one of the Financial Times’ Fastest Growing Companies 2025 and #10 on the Inc. 5000 Rocky Mountain Regional list for 2025.


• Innovative Leadership: Our CEO, Ryan Porter, was named an EY Entrepreneur of the Year 2025, and our CTO, Steve Lindsey, was inducted into the Silicon Slopes CTO Hall of Fame in 2024.


• Product & Software Excellence: We were named one of The Software Report’s Top 100 Software Companies of 2023 and are a winner of the Security Today Govies Award for 2025.

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

*This particular position also requires registering with the state of Utah as an Alarm Agent. This process includes a federal background check/fingerprinting and an application. This is separate from the background check you would complete for general employment eligibility at LVT. 

ROLE 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

OUR IDEAL CANDIDATE 

• 1+ years experience in customer service, including call center, restaurant, retail, or equivalent


• Typing speed of 50+ words per minute


• Strong problem-solving and critical-thinking skills


• Attention to detail


• Flexibility to adapt to changing priorities and deadlines


• Able to work and communicate effectively in a professional environment