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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 Required
- Fluency in English and Spanish, written and oral
- 3+ years of experience in technical support and/or sales
- Strong technical aptitude and computer skills
- Customer service orientation and commitment to high-quality support
- Ability to communicate clearly and professionally by email and phone
- Proficiency in Microsoft Word, Excel, and PowerPoint
- Ability to work independently and meet deadlines during high-volume periods
- Ability to work with multiple technical mediums simultaneously
- Flexible working hours to accommodate local business hours
- Bachelor's degree
Alarm.com Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Alarm.com and has not been reviewed or approved by Alarm.com.
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Healthcare Strength — Employer-paid employee medical premiums, HSA options with company contribution, and wellness resources are highlighted. Out-of-pocket costs are described as low.
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Leave & Time Off Breadth — Paid time off starts around four weeks with company holidays included. Policies are defined rather than unlimited.
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Retirement Support — A 401(k) with employer match and an Employee Stock Purchase Plan are offered. These programs are positioned as part of a competitive core benefits package.
Alarm.com Insights
What We Do
Alarm.com is the leading platform for the intelligently connected property. Millions of people depend on Alarm.com's technology to monitor and control their property from anywhere. Centered on security and remote monitoring, our platform addresses a wide range of market needs and enables application-based control for a growing variety of Internet of Things (IoT) devices.
