Technical Support Associate

POSITION OVERVIEW

Alarm.com, a fast growth entrepreneurial technology company, is seeking an ambitious and self-directed individual that have proven customer support and operations experience to join our International team working from our headquarters in Tysons, VA. 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). Portuguese is a plus.
• 1+ years of work experience in technical support and/or technical 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 can 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.

WHY WORK FOR ALARM.COM?

• Collaborate with outstanding people: We hire only the best. Our standards are high and our employees enjoy working alongside other high achievers.
• Make an immediate impact: New employees can expect to be given real responsibility for bringing new technologies to the marketplace. You are empowered to perform as soon as you join the Alarm.com team!
• Gain well rounded experience: Alarm.com offers a diverse and dynamic environment where you will get the chance to work directly with executives and develop expertise across multiple areas of the business.
• Focus on fun: Alarm.com places high value on our team culture. We even have a committee dedicated to hosting a stand-out holiday party, happy hours, and other fun corporate events.
• Alarm.com values working together and collaborating in person.  Our employees work from the office 4 days a week.

COMPANY INFO

Alarm.com is the leading cloud-based platform for smart security and the Internet of Things. More than 7.6 million home and business owners depend on our solutions every day to make their properties safer, smarter, and more efficient. And every day, we’re innovating new technologies in rapidly evolving spaces including AI, video analytics, facial recognition, machine learning, energy analytics, and more.  We’re seeking those who are passionate about creating change through technology and who want to make a lasting impact on the world around them. 

For more information, please visit www.alarm.com.

COMPANY BENEFITS

Alarm.com offers competitive pay and benefits inclusive of subsidized medical plan options, an HSA with generous company contribution, a 401(k) with employer match, and paid holidays, wellness time, and vacation increasing with tenure. Paid maternity and bonding leave, company-paid disability and life insurance, FSAs, well-being resources and activities, and a casual dress work environment are also part of our outstanding total rewards package!

Alarm.com is an Equal Opportunity Employer

In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information.  We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.  By submitting your application, you acknowledge that we may retain some of the personal data that you provide in your application for our internal operations such as managing our recruitment system and ensuring that we comply with labor laws and regulations even after we have made our employment decision.

Notice To Third Party Agencies:

Alarm.com understands the value of professional recruiting services.  However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you. If you are interested in working with Alarm.com, please email your company information and standard agreement to [email protected]

JR104120