Support Operations Associate I

Alarm.com; Minneapolis (MN); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid vacation & holidays

Wellness time

Disability & life insurance

Job summary

Alarm.com is seeking a Customer Support Associate to provide phone-based technical support to dealers, ensuring Alarm.com devices and services function properly for end users. The role emphasizes learning, curiosity, and strong customer service in a hybrid Bloomington, MN setting.

Candidates from retail or hospitality are encouraged, as prior tech experience is not required. Strong communication in English is essential, with Spanish, French, or Portuguese a plus.

Qualifications

• Strong customer service orientation.
• Interest in technology; prior tech experience not required.
• Ability to manage multiple tasks while focusing on customer concerns.
• Demonstrated logical thinking and problem solving.
• Good computer skills (Web, Mobile, Excel, Word).
• Fluency in Spanish, French, or Portuguese is a plus.

Responsibilities

• Provide phone-based technical support to Alarm.com dealers.
• Develop troubleshooting steps to remedy technical concerns and find solutions.
• Be a proactive problem-solver and provide excellent customer service.
• Share knowledge via documentation, training, and lab exercises.
• Collaborate with team members to improve quality and service.
• Work in a fast-paced, engaging environment with ongoing learning.

Skills

Customer service

Troubleshooting

Learning mindset

Documentation

Problem solving

Microsoft Excel

Microsoft Word

Education

Bachelor’s Degree

Tools

Web-based applications

Mobile apps

Job description

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.

RESPONSIBILITIES

• 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 producttesting
• 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

CUSTOMER SUPPORT ASSOCIATE REQUIREMENTS

• 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.

• Collaborate with outstanding people: We hire only the best. Our standards are high and our employees enjoy working alongside other high achievers.
• Make an immediate impact: New employees can expect to be given real responsibility for bringing new technologies to the marketplace. You are empowered to perform as soon as you join the Alarm.com team!
• Gain well rounded experience: Alarm.com offers a diverse and dynamic environment where you will get the chance to work directly with executives and develop expertise across multiple areas of the business.
• Community and Camaraderie: One of our core values is to 'Keep It Fun,' which to us means fostering a strong sense of community. Our culture is built on collaboration and connection, where we celebrate our successes and believe that a positive, engaging environment is key to doing our best work.

COMPANY INFO

Alarm.com is the leading platform for intelligently connected properties. Millions of homeowners and businesses rely on Alarm.com 's technology to secure, monitor, and manage their environments from anywhere. Our comprehensive suite of solutions—including security, video surveillance, access control, active shooter detection, intelligent automation, energy management, and wellness—is delivered exclusively through a trusted network of thousands of professional service providers and commercial integrators across North America and worldwide. Alarm.com 's common stock is traded on Nasdaq under the ticker symbol ALRM. Alarm.com delivers serious security for serious people.

Our total rewards package is designed to support you holistically—in your health, your finances, and your life outside of work. The package includes medical plans with company subsidies, a Health Savings Account (HSA) with a company contribution, and a 401(k) with an employer match. We encourage a healthy work-life balance with paid vacation that increases with tenure, paid holidays, wellness time, and paid maternity and bonding leave. To complete the package, we also provide company-paid disability and life insurance, all within a collaborative and casual work environment.

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.

Voluntary Questions (U.S. Applicants)

The information you provide will be used to evaluate our diversity recruiting initiatives. Submission of this information is completely voluntary and will not be used in any employment decisions.

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