Feeny
Alarm.com

Technical Support Associate at Alarm.com (Bogotá Bogotá, Colombia)

Alarm.com· Bogotá Bogotá, Colombia·

Job description

POSITION OVERVIEW

Alarm.com, a fast growth entrepreneurial technology company, is seeking an ambitious and self-directed individuals that have proven customer support and operations experience to join our International team working from our office in Bogota, Colombia. This is a hybrid position working three days in office. This International Technical Support Associate will be a service minded and reliable team member to create and manage the technical support help for our international channel partners. This person is responsible for satisfying our channel partner’s needs for quick, thorough and reliable responses to a broad variety of service requests, ranging from product information, pricing, contracts updates, logistics status, requests for marketing support, and more.

RESPONSIBILITIES

The primary job responsibilities will include:

  • Providing exceptional technical support for our authorized dealers, distributors, and customers in the LATAM region, using various means to troubleshoot technical concerns and research possible solutions.
  • Providing thorough documentation for calls taken including encountered issues, resolutions, and follow-up required using the company’s web-based support system.
  • Developing and/or revising technical support documentation for products and processes.
  • Collaborate with other team members to ensure on-going improvements in quality and service.
  • Monitor support queues and bring attention to interaction queue that requires additional assistance.
  • Be inquisitive, logical, and persistent in developing troubleshooting steps to remedy any technical concerns and find solutions.
  • Act as a reference point for questions or doubts coming from the support team.
  • Assisting with technical trainings and pre-sales tech support for new product releases in coordination with the Sales Engineering team.
  • Other duties as assigned

REQUIREMENTS

  • Fluency in English and Spanish (written and oral).
  • 2+ years of work experience in technical support and/or sales.
  • Background and strong desire to work for a technology company and quickly learn necessary technical skills to successfully perform daily duties.
  • Demonstrate passion for providing the highest-quality customer service.
  • Strong technical aptitude and computer skills (e.g., Web-based applications, Mobile applications, Excel, Word).
  • Ability to communicate with customers via email and phone in a clear and professional manner.
  • A self-starter who is able to operate independently and is customer service oriented.
  • Must possess the ability and commitment to meet deadlines even during high volume periods.
  • Must be proficient in Microsoft Word, Excel and PowerPoint.
  • Ability to work in multiple technical mediums simultaneously while remaining attentive to customer and their concern.
  • Proven ability to communicate clearly with all levels within an organization.
  • Self-motivated and disciplined individual that has experience working independently.
  • Flexible working hours that can accommodate support needs for local business hours.
  • Bachelor’s Degree preferred.

Why work at Alarm.com

  • Culture: Collaborative, informal work environment focused on innovation at the intersection of cloud computing, IoT, mobile access, and big data alarm.com.
  • Work Policy: In-office model; employees work from physical offices. Multiple locations across the US (Tysons, VA; San Diego, CA; Boston, MA; Austin, TX; Centennial, CO; Bloomington, MN; Liberty Lake, WA) and globally (Poland, Canada, Taiwan, Colombia, Spain, Netherlands, Latvia, Brazil, Australia) builtin.com.
  • Compensation & Benefits: 100% paid medical insurance for employees; 401(k) with employer match; paid time off starting at 4 weeks; employee stock purchase plan; performance bonuses; tuition assistance; internal training academy alarm.com.
  • Wellness & Perks: $200/month for employees who waive health insurance; health savings account; gym discounts; sponsored fitness classes; lifestyle spending account ($300/year for wellness); free meditation app; virtual healthcare; family care benefits (back-up care, dependent care search) sec.gov.
  • Engineering Culture: Heavy emphasis on R&D (1,150 of 2,058 employees in R&D); opportunities to work on mission-critical IoT systems used by millions daily; internal development tracks and career growth programs sec.gov.
  • Diversity & Inclusion: Employee community groups including "Belonging" and "Women in Tech"; commitment to equal opportunity and inclusive hiring sec.gov.
  • Employer Rating: 3.6/5.0 on LinkedIn (526 reviews), with work-life balance rated 3.8 and culture rated 3.6 linkedin.com.

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