Support Operations Associate

Support Operations Associate

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.

While not mandatory, technical skills are beneficial for this role. We prefer candidates who possess basic technical abilities and a willingness to learn. We welcome applicants from diverse backgrounds, but a basic understanding of technical concepts is appreciated. We often see great success with candidates transitioning from retail, food service, and hospitality industries who are seeking 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
• 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 is plus! (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
• 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 3 days/week during training and 2 days/week following successful completion of your training.

WHY WORK FOR ALARM.COM?

• While providing unprecedented service, our team also focuses on making work fun! No matter what your interests are you will find like-minded people at Alarm.com.  You can be a part of our amazing community that includes monthly game nights (D&D, Azul, Splendor), nerf wars during the workday, themed potlucks, group outings, trivia nights, and countless other activities. We even have a casual environment (yes, you really can wear jeans to work every day!)
• Collaborate with outstanding people: We hire only the best. Our quality standards are high and our employees enjoy working alongside other high achievers.
• Make an immediate impact: New employees can expect to be given responsibility for bringing new technologies to the marketplace within weeks. 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 gain a broad knowledge base across multiple areas of the business.
• Work with latest technologies: As we continue to lead the industry, we require expertise across a broad spectrum of technologies including short and long-range wireless communication, video surveillance, lighting and HVAC automation, web development, and backend application development and hosting.
• Focus on fun: Alarm.com places high value on our team culture. We even have a committee dedicated to hosting a stand-out holiday party, happy hours, and other social events!

COMPANY INFORMATION

Alarm.com is the leading cloud-based platform for smart security and the Internet of Things. More than 7.6 million home and business owners depend on our solutions every day to make their properties safer, smarter, and more efficient. And every day, we’re innovating new technologies in rapidly evolving spaces including AI, video analytics, facial recognition, machine learning, energy analytics, and more.  We’re seeking those who are passionate a