Support Operations Associate I

Alarm.com • Lawrence, KS

1d • Hybrid

About The Position

Do you have a passion for providing exceptional customer service and solving complex problems? Do you enjoy troubleshooting technology? If you answered yes, we are looking for you to join our Alarm.com contact center. 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. In fact, 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. In joining the technical support team, 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

Nice To Haves

• Bachelor’s Degree, preferred
• Phone-based support skills, preferred

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

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!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees