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 sup

📌 Technical Support Associate (Bogotá)
🏢 Alarm.com
📍 Bogotá