Customer Support Representative

Description

At 3Si, our mission is to make your world, safer. As a global leader in innovative security technology, we help businesses and law enforcement prevent and respond to crime through field-proven solutions and trusted partnerships. With over 100+ years of combined experience through our merged companies, our expertise drives measurable impact in communities worldwide.

We specialize in GPS tracking, video surveillance, and integrated response technologies that deter theft and accelerate criminal apprehension. Designed for retail, financial institutions, law enforcement, and more, our solutions combine cutting-edge tools with unmatched response capabilities. Through our exclusive DirectToDispatch™ technology, verified crime alerts are sent directly to law enforcement dispatch centers in real time—bypassing traditional third-party monitoring delays—to enable rapid, precise response when it matters most.

At 3Si, meaningful work makes a difference. We’re a purpose-driven team that values innovation, trust, and collaboration. From engineering to sales and support, every role contributes to our mission to protect communities and make the world safer. We offer a hybrid, flexible work culture, competitive benefits, and the chance to grow alongside a team of passionate, dedicated professionals.

Join us—and be part of something that matters. As a Customer Support Representative, you will support our diverse global customer base, sales team, and other internal teams. In this role, you will need to work well under pressure and manage multiple requests and projects without losing focus. The ideal candidate will have a bachelor's degree, experience supporting large customers, and excellent communication skills.

Requirements

• Customer Support: Provide direct support to high-value customers, potentially serving as the point of contact for customer loss prevention and security teams.
• Customer Advocacy: Collaborate with various departments (Sales, Orders, Billing, Field Service, Contracts, Security Center Operations, Accounts Receivable, and all 3SI divisions) to address customer requests, resolve issues, and meet SLA requirements.
• Issue Resolution: Assess customer needs and resolve issues promptly and accurately.
• Communication: Provide customer and sales support via phone, email, chat, and social media.
• Order Management: Enter service orders and cases based on customer requests.
• Meetings: Participate in video/conference calls with account teams and customers.
• Data Management: Maintain and update customer information in various applications and databases.
• Project Updates: Provide regular updates on projects as required.
• Product Support: Assist customers in using 3SI products and services.
• Team Support: Provide training and backup assistance to other Customer Support Representatives as needed.
• Training: Conduct training sessions and webinars to help customers make the most of the product functionalities.
• Documentation: Create and maintain support materials such as FAQs, user guides, and troubleshooting documents.
• Feedback Collection: Gather and report on customer feedback to help improve products and services.
• Process Improvement: Identify opportunities for process improvements and contribute to their implementation.
• Compliance: Ensure compliance with company policies and industry regulations.
• Customer Records: Keep detailed records of customer interactions, issues, and resolutions in the CRM system.
• Account Management: Assist customers with account-related tasks, such as updating information, managing subscriptions, and resolving billing issues.
• Collaboration: Work closely with sales, product development, and marketing teams to rely on customer feedback and identify opportunities for upselling and cross-sells.
• Additional Tasks: Perform other duties and projects assigned.

Knowledge, Skills, and Abilities

• Communication Skills: Excellent written and verbal communication skills. Bilingual Preferred – Spanish and English.
• Customer Focus: Ability to support large, high-value customers and act as the point of contact for specific activities.
• Pressure Handling: Ability to work well under pressure in a fast-paced, deadline-oriented environment.
• Problem-Solving: Strong operational, analytical, and problem-solving skills with the ability to make independent decisions.
• Team Collaboration: Proven ability to work cohesively with team members and various departments.
• Technical Proficiency: Proficient in Microsoft Office (Outlook, Teams, Excel, PowerPoint) and customer support systems.
• Process Knowledge: Understanding of basic customer service functions, security protocols, orders, billing, and inventory processes.
• Documentation: Skill in creating and maintaining support materials and documentation.
• Support Metrics: Ability to track and analyze support metrics to ensure service quality.

Qualifications

• Degree: Bachelor's degree required or 2+ years of industry experience.
• Experience: Preferred experience in supporting large national customers in many industries or other high-value customers.
• Industry Knowledge: Experience in a fast-paced, high-growth environment; security industry experience preferred.
• Technical Products: Experience working with technical products is preferred.
• Software: Familiarity with NetSuite, Zendesk, SharePoint, and a fast learner of internal applications is preferred.
• Bilingual: Fluent in English and Spanish.

Additional Comments

• The position will be a hybrid position based in Malvern, PA with a required in-office obligation of 1 day per week (designated based on business needs).
• Standard business hours for this role are an 8-hour shift Monday – Friday between 7AM and 7PM.