Location: In-House Department: Support
Reports To: Product Support Manager
Job Summary
The Support Specialist is responsible for delivering exceptional customer service and technical assistance to clients using our property management software. This role ensures that customers can efficiently utilize the platform to meet their business needs by addressing inquiries, troubleshooting issues, and providing guidance. The ideal candidate will have a strong problem-solving mindset, excellent communication skills, and a passion for helping customers succeed.
Key Responsibilities
- Customer Assistance: Respond to customer inquiries via phone, email, or chat promptly and professionally, ensuring high satisfaction rates.
- Troubleshooting: Diagnose and resolve software issues, escalating complex problems to higher-level support or engineering teams when necessary.
- Product Knowledge: Stay up-to-date with the software’s features, updates, and integrations to provide accurate information to customers.
- Training & Guidance: Assist customers with onboarding, product training, and best practices to optimize their use of the software.
- Documentation: Create and update knowledge base articles, FAQs, and support documentation to enhance self-service options for customers.
- Feedback Loop: Gather and relay customer feedback to product and development teams to contribute to continuous improvement.
- Ticket Management: Prioritize and manage support tickets efficiently using the company’s support platform. Collaboration: Work closely with sales, training, and product teams to ensure a seamless customer experience.
Qualifications
- Experience: 1 year in a customer support or technical support role, preferably in the property management industry.
- Skills:
- Strong problem-solving and troubleshooting abilities.
- Excellent verbal and written communication skills.
- Familiarity with CRM, help desk tools, and property management software is a plus.
- Education: Bachelor’s degree or equivalent experience in business, technology, or a related field.
- Other Requirements:
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- A customer-first mindset with a passion for delivering solutions.
What We Offer
- Competitive salary and benefits package.
- Opportunity to work with an innovative, growth-oriented team.
- Professional development and training opportunities.
- A collaborative and inclusive work environment.
To apply, please send your resume to chad@rentvine.com.
