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Technical Support Specialist
2 months ago
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 account management role
● Experience with Salesforce (or other comparable CRMs), support, ticketing software systems and best practices.
● Strong analytical and problem-solving skills.
● Proven ability to work in a fast paced, team centered work environment
● Partners with TSS 2 to identify and solve higher level issues
● Technical aptitude and ability to identify alternative solutions to customer issues.
● Ability to handle multiple, critical, high priority issues with a sense of urgency .
● Proficiency with Google Suite Products.
● Excellent communication– verbal, written, interpersonal with strong active listening skills.
● Detail-oriented and dependable, with a positive and inquisitive attitude.
● Ability to multitask, prioritize, and collaborate
● Exhibit a high degree of self-motivation, drive and a proactive nature.
Hours:
- Operating in US hours
- Be ready to work on night shifts and during weekends based on the work schedule
Professional Commitment:
Being a product based company we heavily invest in developing functional/ technology/ leadership skill sets in our team members. So candidates who are willing to commit to a minimum of 2 years need to apply.
