Job Description
A customer support role providing phone-based technical assistance for Alarm.com products, focusing on troubleshooting, problem-solving, and delivering excellent service in a fast-paced environment. No prior technical experience is required, as training and learning opportunities are provided.
Key Responsibilities
- Provide phone-based technical support for Alarm.com products and services to dealers
- Develop troubleshooting steps to resolve technical issues and find solutions
- Share knowledge through documentation, training, and product testing
- Participate in in-house training to learn about Alarm.com products, services, and devices
- Collaborate with team members to improve quality and service
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, including Web-based applications, Mobile applications, Excel, and Word
- Excellent written and verbal communication skills
- Fluency in Spanish, French, or Portuguese is a plus (not mandatory)
- A self-starter who is able to operate independently and within a team environment
- Bachelor's Degree (preferred)
- Phone-based support skills (preferred)
- Willingness to participate in extensive in-house training sessions and hands-on experience in setting up Alarm.com systems
- Ability to work in-person at the Bloomington, MN offices (hybrid position)
- Ability to troubleshoot technical concerns and develop troubleshooting steps
- Ability to share knowledge via documentation, training, and participation in lab exercises and product testing
- Ability to collaborate with team members to improve quality and service
- Willingness to learn about Alarm.com’s products, services, devices, security industry, business model, and marketing strategies
Benefits & Perks
Compensation/salary range: $21.00 - $22.00 per hour
Annual discretionary bonus
Subsidized medical plan options
HSA with generous company contribution
401(k) with employer match
Paid holidays, wellness time, and vacation increasing with tenure
Paid maternity and bonding leave
Company-paid disability and life insurance
FSAs (Flexible Spending Accounts)
Casual dress work environment
Opportunities for growth and development within the role
Work with latest technologies including wireless communication, video surveillance, lighting and HVAC automation, web development, and backend application development
Participate in social activities such as game nights, themed potlucks, group outings, trivia nights, and holiday parties
Ready to Apply?
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