Technical Support Associate

Alarm.com; Bogotá ciudad; Híbrido; COP 18.000.000 - 30.000.000; Jornada completa

Descripción de la vacante

Alarm.com is seeking ambitious, self-directed individuals with proven customer support and operations experience to join our International team in Bogotá, Colombia. This hybrid role requires three days in office and focuses on creating and managing technical support for our international channel partners.

You will respond quickly and reliably to requests spanning product information, pricing, contracts, logistics, and marketing support, working with Sales Engineering to train and assist on new

Formación

• Fluency in English and Spanish (written and oral).
• 2+ years of work experience in technical support and/or sales.
• Strong technical aptitude and ability to learn quickly.
• Excellent communication and customer service mindset.
• Proficient with Microsoft Word, Excel and PowerPoint.
• Able to work independently as a self-starter.

Responsabilidades

• Provide exceptional technical support for LATAM channel partners via multiple channels.
• Document calls, issues, resolutions, and required follow-ups in the support system.
• Develop and revise technical support documentation.
• Collaborate with team members to improve quality and service.
• Monitor support queues and escalate as needed.
• Assist with trainings and pre-sales tech support with Sales Engineering.

Conocimientos

Bilingual English and Spanish

Technical support

Customer service

Educación

Bachelor's degree preferred

Herramientas

Excel

Word

PowerPoint

Web-based applications

Mobile applications

CRM systems

Descripción del empleo

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.

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

• 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.