Technical Support Specialist

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 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.

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.