Trilingual Tier 1 Customer Support Representative (French, English, Spanish)

About the role

A Customer Support Specialist helps end users with account, device and service-related questions, giving clear troubleshooting steps, account guidance and an excellent customer experience. The role focuses on helping users resolve issues with their installed systems, understand device features and find qualified service providers when needed. It is based in UltraLag, Heredia, on a hybrid basis.

Key responsibilities

• Troubleshoot devices, connectivity issues and mobile app concerns.
• Educate users on product features, usage and best practices.
• Guide users through account setup, password resets, device pairing and feature configuration.
• Identify when a customer needs a service provider and help connect them to certified partners.
• Document all interactions in Salesforce with precise and complete notes.
• Escalate complex cases to Tier 2 or specialized teams when necessary.
• Stay up to date on Alarm.com product features, updates and common troubleshooting workflows.

Required profile

• High school education; call center customer support experience.
• English B2 (primary, strong communication required).
• French B2+/C1 (secondary, strong communication required).
• 1+ year of experience in customer support, call center or technical support roles.
• Ability to work in a high-volume, fast-paced environment and to simplify technical information for non-technical users.

Required skills

• Strong communication, grammar, tone and clarity.
• Basic technical troubleshooting of devices, apps and connectivity.
• Ability to multitask across multiple tools and platforms.
• Desired: experience troubleshooting mobile apps or connected devices, streaming devices, smart TVs or mobile apps, and a background in BPO environments with KPI-driven performance.