Technical Support Specialist
21 hours ago
About Rently: Revolutionizing Home Tours
We're a leading provider of smart lockbox, smart home, and smart lock technology, empowering renters to securely access properties with unique one-time access codes.
Job SummaryThe Technical Support Specialist is a critical role in our customer success team, responsible for delivering exceptional technical assistance to customers, installers, and residents. This position requires an in-depth knowledge of our products, services, partner integrations, and client business practices, as well as effective communication skills and a genuine desire to understand clients' technical needs.
This role involves field escalation calls, tickets, chats, email, and/or other communication from users with inquiries regarding smart home devices, connectivity, software, and similar concerns. The ideal candidate will be able to diagnose and troubleshoot issues, provide actionable insights, and offer meaningful solutions to customers.
Key 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.
- 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.
- Technical aptitude and ability to identify alternative solutions to customer issues.
- Ability to handle multiple, critical, high-priority issues with a sense of urgency.
Salary:$80,000 - $110,000 per year
Location:USA
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