Technical Support Associate

alarmcom; Bogotá ciudad; Híbrido; COP 111.808.000 - 186.347.000; Jornada completa

Descripción de la vacante

Alarm.com seeks an International Technical Support Associate to join our Bogota team, working three days in the office in Bogotá, Colombia. The role focuses on providing timely, thorough technical support to LATAM channel partners and customers, documenting cases, and contributing to knowledge bases.

Responsibilities include troubleshooting, documentation, and collaboration with sales engineering for trainings and pre-sales support.

Formación

• 2+ years of work experience in technical support and/or sales.
• Bachelor's degree preferred.
• Fluency in English and Spanish (written and oral) required.
• Strong communication and customer-service mindset.

Responsabilidades

• Provide exceptional technical support for LATAM channel partners and customers.
• Document calls and resolutions in the support system.
• Develop or revise technical support documentation.
• Collaborate with team for quality improvements.
• Monitor support queues and escalate as needed.
• Troubleshoot and develop steps to resolve technical issues.
• Serve as a reference for questions from the support team.
• Assist with technical trainings and pre-sales support with Sales Engineering.
• Perform other duties as assigned.

Conocimientos

English fluency

Spanish fluency

Tech support experience

Sales experience

Strong communication

Self-motivated

Time management

Educación

Bachelor's degree (preferred)

Herramientas

MS Word

MS Excel

PowerPoint

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.

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.