FRENCH - Tier 1 Customer Support Representative

Job title: Trilingual Tier 1 Customer Support Representative (French + English + Spanish)

Location:
UltraLag, Heredia (Hybrid)

Education:
High School

Experience:
Call Center Customer Support No of Openings: 1 Summary: The Customer Support Specialist assists our end users with account, device, and service-related questions. This role focuses on providing clear troubleshooting steps, account guidance, and exceptional customer experience. You’ll help users resolve issues with their installed systems, understand device features, and find qualified service providers when needed. Roles and

Responsibilities:
• Troubleshoot devices, connectivity issues, and mobile app concerns.
• Educate users on product features, usage, and best practices.
• Assist end users with troubleshooting -enabled devices and mobile app features.
• 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.
• Provide clear, friendly, and accurate information to ensure an excellent customer experience.
• Document all interactions in Salesforce with precise and complete notes.
• Escalate complex cases to Tier 2 or specialized teams when necessary.
• Stay updated on Alarm.com product features, updates, and common troubleshooting workflows. Required

Skills:
• English proficiency B2 (Primary – strong communication required)
• French proficiency B2+/C1 (Secondary– strong communication required)
• 1+ year of experience in customer support, call center, or Technical support roles
• Strong communication skills (grammar, tone, clarity)
• Strong problem-solving skills.
• Basic technical troubleshooting skills (devices, apps, connectivity)
• Ability to multitask across multiple tools and platforms
• Strong problem-solving skills and customer-centric mindset
• Ability to simplify technical information for non-technical users
• Ability to work in a high-volume, fast-paced environment.
• Positive, patient, and empathetic customer-service approach. Desired

Skills:
• Experience troubleshooting mobile apps or connected devices (preferred).
• Experience supporting streaming devices, smart TVs, or mobile applications
• Background in BPO environments with KPI-driven performance
• Interest in technology, entertainment, or streaming platforms