Technical Support Associate

Alarm.com; Bogotá; Híbrido; COP 55.935.000 - 93.226.000; Jornada completa

Descripción de la vacante

Alarm.com, a fast growth entrepreneurial technology company, is seeking ambitious individuals to join our International team in Bogota, Colombia. This hybrid role requires three days in the office and focuses on delivering exceptional technical support to our LATAM channel partners.

You will troubleshoot, document, and resolve a wide range of requests, collaborate with sales engineering, and help train others while maintaining high service levels.

Formación

• 2+ years of work experience in technical support and/or sales.
• Fluency in English and Spanish (written and oral).
• Strong technical aptitude and computer skills (Web-based and Mobile applications).
• Ability to communicate with customers via email and phone in a clear and professional manner.
• Self-starter who can operate independently and meet deadlines.
• Bachelor’s Degree preferred.

Responsabilidades

• Provide exceptional technical support for LATAM partners and customers using various means to troubleshoot concerns.
• Document calls, issues, resolutions, and follow-up in the support system.
• Develop and revise technical support documentation for products and processes.
• Collaborate with team members to improve quality and service.
• Monitor support queues and escalate when needed.
• Assist with technical trainings and pre-sales support with Sales Engineering.

Conocimientos

Fluent English & Spanish

Technical support

Customer service

Word

Excel

PowerPoint

Educación

Bachelor’s degree preferred

Herramientas

Microsoft Word

Microsoft Excel

PowerPoint

Descripción del empleo

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.