Team Lead - Support Operations

RESPONSIBILITIES
The Team Lead’s primary job responsibilities will include: (70%)

• Act as a leader within the Support Operations team by instilling customer service culture, monitoring the call queue, ensuring staffing levels, being an advocate for the team, but also an extension of management
• Lead a small group of Support Operations Associates by acting as a mentor by coaching on escalated calls, providing them with performance feedback, maintaining their schedules and performance profiles and monitor their day to day progress
• Participating in Associate on-boarding , mentoring and on-going training, including identifying areas for on-going technical and non-technical training for the team
• Monitor and analyze daily, weekly, monthly, and YTD stats for Support team to be able to report progress and provide suggestions on trends and solutions
• Review, propose, implement and constantly evaluate Support Operations processes and tools to improve efficiencies
• Collaborating with other areas of the business regarding Customer Operations issues and processes
• Impact and monitor overall team morale on a daily basis
• Providing feedback to team and small group members regarding overall operational efficiencies to increase awareness and improve performance
• Ensure appropriate staffing levels and manage schedules to ensure optimal coverage
• Identifying areas for on-going technical and non-technical training for the team
• Acting as a resource to Management and other departments, as needed
• Assisting with projects and other duties as assigned

Secondary job responsibilities will include: (30%)

• Providing exceptional technical support for our authorized dealers, distributors, and customers regarding all Alarm.com products and services
• Using various means to troubleshoot technical concerns and research possible solutions
• Developing and/or revising technical support documentation for products and processes

REQUIREMENTS

• Bachelor’s Degree, preferred
• Experience as a leader/supervisor in a customer service, sales, or support role interacting with customers, partners, and/or end users.
• Phone-based support skills
• Demonstrated customer service orientation and disposition
• Demonstrated ability to lead and motivate others
• Ability to communicate clearly with all levels of the organization
• Strong attention to detail for interacting with customers and reporting
• Ability to work in multiple technical mediums simultaneously while remaining attentive to customer and their concern
• Strong technical aptitude and computer skills (e.g., Web-based applications, Mobile applications, Excel, Word)
• A self-starter who is able to operate independently, within a team environment
• Maintain expert level knowledge of technologies, troubleshooting and offerings available to dealers
• Fluency in Spanish, French, or Portuguese is a plus

COMPANY INFORMATION 
Alarm.com is the leading platform solution for the connected home and business. Millions of people depend on Alarm.com's technology to monitor and control their property from anywhere. Centered on security and remote monitoring, our platform addresses a wide range of market needs and enables application-based control for a growing variety of Internet of Things (IoT) devices. Our security, video monitoring, intelligent automation and energy management solutions are available through our network of thousands of professional service providers in North America and around the globe. Alarm.com's common stock is traded on the Nasdaq under the ticker symbol ALRM.

Alarm.com earned the Top Workplace™ award for its employee culture and the meaningful work we do every day to develop and bring to market new technology that will make millions of people safer and help them use energy more efficiently.

COMPANY BENEFITS

Alarm.com offers competitive pay and a generous benefits package starting on day one of employment including 100% paid medical for employees, a health savings account option with company contribution, waiver allowance, 401(k) with employer match, paid holidays, paid time off starting at 4 weeks and increasing with tenure and paid maternity/paternity leave.  We offer a casual dress work environment, annual company retreat, gym subsidy, and education assistance program.  We also offer an on-site exercise facility complete with locker rooms, a café, yoga/Pilates classes and a convenience store.  Our building also offers other convenient services such as shoe shining, an ATM, dry-cleaning, free covered parking and a car wash. In the office, we enjoy collaborative work areas, ping-pong, panoramic views of the metro area as one of the tallest buildings in Bloomington!   

Alarm.com is an Equal Opportunity Employer