Technical Support Associate

Summary

Alarm.com is seeking a self-directed individual with customer support experience for an International Technical Support Associate position. The role involves providing technical support to international channel partners, developing technical support documentation, and collaborating with other teams. Fluency in English and Spanish is required, Portuguese is a plus.

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

Responsibilities

• Providing exceptional technical support for our authorized dealers, distributors, and customers in the LATAM region
• 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

Benefits

• 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!