Technical Support Associate
POSITION OVERVIEW
Alarm.com, a fast growth entrepreneurial technology company, is seeking an ambitious and self-directed individuals that have proven customer support and operations experience to join our International team working from our office in Bogota, Colombia. This is a hybrid position working three days in office. This International Technical Support Associate will be a service minded and reliable team member to create and manage the technical support help for our international channel partners. This person is responsible for satisfying our channel partner’s needs for quick, thorough and reliable responses to a broad variety of service requests, ranging from product information, pricing, contracts updates, logistics status, requests for marketing support, and more.
RESPONSIBILITIES
The primary job responsibilities will include:
- Providing exceptional technical support for our authorized dealers, distributors, and customers in the LATAM region, using various means to troubleshoot technical concerns and research possible solutions.
- Providing thorough documentation for calls taken including encountered issues, resolutions, and follow-up required using the company’s web-based support system.
- Developing and/or revising technical support documentation for products and processes.
- Collaborate with other team members to ensure on-going improvements in quality and service.
- Monitor support queues and bring attention to interaction queue that requires additional assistance.
- Be inquisitive, logical, and persistent in developing troubleshooting steps to remedy any technical concerns and find solutions.
- Act as a reference point for questions or doubts coming from the support team.
- Assisting with technical trainings and pre-sales tech support for new product releases in coordination with the Sales Engineering team.
- Other duties as assigned
REQUIREMENTS
- Fluency in English and Spanish (written and oral).
- 2+ years of work experience in technical support and/or sales.
- Background and strong desire to work for a technology company and quickly learn necessary technical skills to successfully perform daily duties.
- Demonstrate passion for providing the highest-quality customer service.
- Strong technical aptitude and computer skills (e.g., Web-based applications, Mobile applications, Excel, Word).
- Ability to communicate with customers via email and phone in a clear and professional manner.
- A self-starter who is able to operate independently and is customer service oriented.
- Must possess the ability and commitment to meet deadlines even during high volume periods.
- Must be proficient in Microsoft Word, Excel and PowerPoint.
- Ability to work in multiple technical mediums simultaneously while remaining attentive to customer and their concern.
- Proven ability to communicate clearly with all levels within an organization.
- Self-motivated and disciplined individual that has experience working independently.
- Flexible working hours that can accommodate support needs for local business hours.
- Bachelor’s Degree preferred.
Skills
As published by greenhouse · 11 questions
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
Short answers (5)
- Preferred First Name optional
- LinkedIn Profile optional
- Website optional
- How did you hear about this job?
- Do you currently, or in the past year, work for or with a dealer, partner or supplier of Alarm.com or its subsidiaries that you are aware of? If yes, what company?
Pick from a list (6)
- Are you over 18 years of age?
- Do you have unlimited and unrestricted authorization to work in the United States (or, if the position is not based in the United States., do you have unlimited and unrestricted authorization to work in the country where the position is located)?
- Will you, now or in the future, require company assistance or sponsorship in order to ensure your continued eligibility to work lawfully for the company in the country in which you’re applying to work (e.g., H-1B visa, E-3 visa, O-1 visa, TN visa)?
- Are you currently subject to any restrictive covenant, non-compete, non-solicit, confidentiality or any other agreement that may limit or restrict your scope and ability to work for Alarm.com (or its subsidiaries)?
- Are you able to, and do you agree to, comply with our in-office policy, which currently requires employees to work from their assigned office location at least three days per week (subject to approved time off and leave, holidays, reasonable accommodations, and other exceptions as required by law)?
- Are you currently on a nonimmigrant visa (ex. F-1)? If you are, will you now or in the future require Alarm.com to provide a written submission to your school or a government agency for you to maintain your employment eligibility (ex. CPT/OPT/STEM OPT)?