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. 

• →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

• 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.

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 about creating change through technology and who want to make a lasting impact on the world around them. 

For more information, please visit www.alarm.com.

In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information.  We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.  By submitting your application, you acknowledge that we may retain some of the personal data that you provide in your application for our internal operations such as managing our recruitment system and ensuring that we comply with labor laws and regulations even after we have made our employment decision.

Alarm.com understands the value of professional recruiting services.  However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you. If you are interested in working with Alarm.com, please email your company information and standard agreement to [email protected].

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