Job Description
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.
Key Responsibilities
- 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).
- 3+ 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.
Ready to Apply?
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