Technical Support Specialist

• 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:

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