Support Operations Associate I

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.

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

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

CUSTOMER SUPPORT ASSOCIATE 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.

Please note that sponsorship of new applicants for employment authorization, or any other immigration-related support, is not available for this position at this time.

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 .

COMPANY BENEFITS

Our total rewards package is designed to support you holistically—in your health, your finances, and your life outside of work. The package includes medical plans with company subsidies, a Health Savings Account (HSA) with a company contribution, and a 401(k) with an employer match. We encourage a healthy work-life balance with paid vacation that increases with tenure, paid holidays, wellness time, and paid maternity and bonding leave. To complete the package, we also provide company-paid disability and…