Support Operations Associate I

Alarm.com•Lawrence, KS

4h•Hybrid

About The Position

Alarm.com is seeking a Support Operations Associate I to join their contact center. In this role, you will provide phone-based technical support for Alarm.com dealers, helping them ensure devices in end-users' homes and businesses are functioning properly. While prior technical knowledge is not required, technical curiosity and a willingness to learn are key to success. Candidates without previous technical support experience are strongly encouraged to apply, especially those from retail, food service, and hospitality industries looking to make a career change. This is a hybrid position requiring in-person work from the Lawrence, KS offices. Alarm.com is a leading cloud-based platform for smart security and the Internet of Things, with over 7.6 million home and business owners depending on their solutions. The company is constantly innovating in rapidly evolving spaces including AI, video analytics, facial recognition, machine learning, and energy analytics.

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
A self-starter who is able to operate independently, within a team environment

Nice To Haves

Fluency in Spanish, French, or Portuguese
Bachelor’s Degree
Phone-based support skills

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
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
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
Learn about the security industry, Alarm.com’s business model, marketing strategies, and how we work together with the dealers