Support Operations Associate I

About the role

In this role, you will provide phone-based technical support for our dealers by helping them ensure devices in end user's homes and businesses are functioning properly. Prior technical knowledge is not required; however, technical curiosity and a willingness to learn are key to your success in the role. Candidates without previous technical support experience are strongly encouraged to apply; we see great success in candidates coming from retail, food service, and hospitality industries that are looking to make a career change.

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

You will learn about

• Alarm.com's products, services, and devices by participating in extensive in-house training sessions and having hands-on experience in setting up a complete Alarm.com system
• The security industry, Alarm.com's business model, marketing strategies, and how we work together with the dealers

Requirements

• 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, preferred
• Phone-based support skills, preferred
• This is a hybrid position that requires you to work in-person from our Bloomington, MN offices

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
• Community and Camaraderie: One of our core values is to 'Keep It Fun,' which to us means fostering a strong sense of community. Our culture is built on collaboration and connection, where we celebrate our successes and believe that a positive, engaging environment is key to doing our best work

Company info

Alarm.com is the leading platform for intelligently connected properties. Millions of homeowners and businesses rely on Alarm.com's technology to secure, monitor, and manage their environments from anywhere. Our comprehensive suite of solutions—including security, video surveillance, access control, active shooter detection, intelligent automation, energy management, and wellness—is delivered exclusively through a trusted network of thousands of professional service providers and commercial integrators across North America and worldwide. Alarm.com's common stock is traded on Nasdaq under the ticker symbol ALRM. Alarm.com delivers serious security for serious people. For more information, please visit www.alarm.com.

Benefits

• Medical plans with company subsidies
• Health Savings Account (HSA) with a company contribution
• 401(k) with an employer match
• Paid vacation that increases with tenure
• Paid holidays
• Wellness time
• Paid maternity and bonding leave
• Company-paid disability and life insurance
• Collaborative and casual work environment

Pay

Base Salary Range: $21—$22 USD per hour