Alarm.com
Technology
SupportOperationsAssociate
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Support Operations Associate at Alarm.com. Skills: Customer service, Technical support, Problem solving. Provide phone-based technical support for dealers. Ensure devices are functioning properly”
Industry & Context.
Troubleshooting; Problem-solving; Logical thinking
What They're Looking For.
Must Have
Customer service orientation, Interest in technology, Ability to work in multiple technical mediums simultaneously, Demonstrated experience with logical thinking and problem solving, Technical aptitude and computer skills, Excellent written and verbal communication skills, Phone-based support skills
Nice to Have
Bachelor's Degree, Fluency in Spanish, Fluency in French, Fluency in Portuguese
What You'll Do.
Provide phone-based technical support for dealers
Ensure devices are functioning properly
Provide exceptional phone-based customer support
Develop troubleshooting steps
Remedy technical concerns
Share knowledge within the team
Collaborate with other team members
Ensure ongoing improvements in quality and service
How You'll Work.
Team & Collaboration
Within the team; Other team members
Communication Scope
Written communication; Verbal communication
Full 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 product testing 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
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