Global Customer Service Coordinator / Manager

Employer
Alarm.com
Location
Tysons Corner, VA
Posted
May 18, 2017
Closes
May 22, 2017
Industry
Other
Hours
Full Time
POSITION OVERVIEWAlarm.com, a rapidly growing, entrepreneurial technology company, is seeking a service minded and very reliable team member to create and manage a service helpdesk for our international channel partners. This is a new position which gives the right individual an opportunity to build and over time manage a sizable global services team in the rapidly growing smart home industry. The service helpdesk will be responsible for satisfying our channel partners 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.We are searching for a person with a positive attitude and friendly manners, who can create the proper culture and environment at the helpdesk and inspire a growing team to bring the best possible experience to our partners. Fluent command of both English and Spanish is required. RESPONSIBILITIESThe Service Coordinator/Managers primary job responsibilities will include:- Broad commercial, non-technical support to both international partners and to our international sales and business development teams starting with Latin America- Setting up the processes for collecting information and support from the relevant internal departments- Creation and maintenance of a library or database of support documentation, for efficient helpdesk operation- Systematic tracking and reporting of service quality and efficiency, for both telephone and web support- Training, coordination, and management of a team, as the volume grows (Manager level) REQUIREMENTS- Bachelors Degree- Fluency in English and Spanish, written and spoken- 1+ years of hands-on experience in service helpdesk environment - Friendly and positive personality with ability to respond to customers in an always professional and pleasant manner- Clear and precise written communication- Some experience with electronics, telecoms, internet or broader technology a plus- Proven ability to communicate clearly with all levels within an organization- Self-motivated and disciplined individual that has experience working independently- Ability to occasionally work flexible hoursWHY WORK FOR ALARM.COM?Collaborate with outstanding people: We hire only the best. Our quality standards are high and our employees enjoy working alongside other high achievers. Make an immediate impact: New employees can expect to be given responsibility for bringing new technologies to the marketplace within weeks. 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 gain a broad knowledge base across multiple areas of the business. Work with latest technologies: As we continue to lead the industry, we require expertise across a broad spectrum of technologies including short and long-range wireless communication, video surveillance, lighting and HVAC automation, web development, and backend application development and hosting. Focus on fun: Alarm.com places high value on our team culture. We even have a committee dedicated to hosting a stand-out holiday party, happy hours, and an annual corporate retreat. COMPANY INFOAlarm.com, founded in 2000, is the industry leading technology provider of interactive security solutions. Through advanced wireless monitoring, mobile and web-based services, and a proven hosted services platform, Alarm.com helps protect over one million residential and commercial customers throughout the United States, Canada, and Latin America. Alarm.coms products and services are offered exclusively through a network of over 5,000 licensed and authorized Security Dealers. Alarm.coms headquarters are located in Vienna, VA. For more information, visit www.alarm.com.COMPANY BENEFITSAlarm.com offers competitive pay, 100% employer paid medical benefits, health savings account option with company contribution, 401(k) with employer match, paid holidays, 4 weeks of paid time off increasing with tenure, paid maternity and paternity leave after 1 year of service, company paid STD/LTD and life insurance, flexible spending accounts, and a casual dress work environment. Alarm.com is an Equal Opportunity Employer