Technical Support Specialist

7 days ago

Coimbatore, Tamil Nadu, India Rently Full time

About Us:

Rently is revolutionizing the way renters tour a home Since 2011, Rently has powered over 15 million renter "self-tours" for over 3500 real estate operators. Rently's technology allows renters to securely check into a vacant property that uses our smart lockbox, smart home, and smart lock technology with a unique one-time access code. Rently is an ISO 27001 and PIMS 27701 Certified Organization.

About the role:

The Technical Support Specialist is responsible for providing technical assistance to customers,

installers and residents. To be successful, the TSM 1 must have an in-depth knowledge of

company products, services, partner integrations, client business practices and possess

effective communication skills with a genuine desire to understand the client's technical needs

and provide value through actionable processes. TSM 1 should have knowledge of IoT devices,

employ agile thinking to solve problems and provide meaningful insights into the daily technical

issues of our clients.

Responsibilities:

● Field escalation calls, tickets, chats, email, and/or other communication from users with inquiries regarding smart home devices, connectivity, software, and similar concerns.

● Overtakes call center communications when intervention to solve a problem escalated issues

● Submit Salesforce cases to escalate issues that require external escalations

● Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.

● Provide a high level of actionable insight and data analysis to provide value for our customers.

● Partners with TSM 2 to identify and solve higher level issues

● Guides users through diagnostic and troubleshooting processes, which may include use of software and/or following verbal instructions.

● Participate in all team meetings and provide process enhancement feedback while evangelizing the culture and spirit of teamwork.

● Demonstrates an increasing level of knowledge and comprehension of Rently products and integrations.

● Accurately documents and updates client records, support notes and interactions (Salesforce, ZenDesk, Dialpad, Confluence, etc).

●Ensures compliance with Rently best practices while following established policies and procedures

Consistently meets OKRs and KPIs as communicated by your manager.

Required Skillsets:

● Previous experience in a client-facing or

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