Technical Support Specialist

1 week ago

Coimbatore Kolkata, India Rently Software Development Full time US$ 40,000 - US$ 80,000 per year
  • 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.Role & responsibilities

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 clients 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.

Preferred candidate profile

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