Support Operations Associate I

Alarm.com is the leading cloud-based platform for smart security and the Internet of Things. In this role, you will provide phone-based technical support for dealers, ensuring their devices are functioning properly while developing troubleshooting skills and knowledge of Alarm.com’s products and services.

Responsibilities

• Provide exceptional phone-based customer support regarding Alarm.com products and services
• Be inquisitive, logical, and persistent in developing troubleshooting steps to remedy any technical concerns and find solutions
• You must be a positive and proactive problem-solver with the ability to think on your feet while providing excellent customer service
• Share knowledge within the team via documentation, on-going training, and participation in lab exercises and product testing
• Collaborate with other team members to ensure on-going improvements in quality and service
• Have fun in a stimulating and fast-paced environment in which you’ll never be bored and you're constantly learning
• Other duties as assigned

Skills

• Strong customer service orientation and disposition
• Interest in technology (although prior related technology expertise is not required)
• Ability to work in multiple technical mediums simultaneously while remaining attentive to customer and their concern
• Demonstrated experience with logical thinking and problem solving
• Strong technical aptitude and computer skills (e.g., Web-based applications, Mobile applications, Excel, Word)
• Excellent written and verbal communication skills - fluency in Spanish, French, or Portuguese is a plus!
• A self-starter who is able to operate independently, within a team environment
• Bachelor's Degree
• Phone-based support skills

Benefits

• Annual discretionary bonus
• Subsidized medical plan options
• An HSA with generous company contribution
• A 401(k) with employer match
• Paid holidays
• Wellness time
• Vacation increasing with tenure
• Paid maternity and bonding leave
• Company-paid disability and life insurance
• FSAs
• Well-being resources and activities
• Casual dress work environment

Company Overview