Technical Support Specialist

You will be joining Rently, a company that is transforming the way renters tour homes by facilitating over 15 million renter "self-tours" for more than 3500 real estate operators since 2011. Rently's innovative technology enables renters to securely access vacant properties using smart lockbox, smart home, and smart lock technology, all managed through a unique one-time access code. As an ISO 27001 and PIMS 27701 Certified Organization, Rently prioritizes security and efficiency in its operations. In your role as a Technical Support Specialist, your primary responsibility will be to offer technical assistance to customers, installers, and residents. To excel in this position, you must demonstrate a deep understanding of the company's products, services, partner integrations, and client business practices. Effective communication skills are essential, coupled with a genuine interest in comprehending clients" technical requirements and delivering value through actionable processes. Proficiency in IoT devices, agile problem-solving, and providing insightful resolutions to clients" daily technical challenges are key aspects of this role. Your duties will include handling escalation calls, tickets, chats, emails, and other forms of communication from users seeking assistance with smart home devices, connectivity issues, software problems, and related concerns. You will step in to address escalated issues when necessary, submit Salesforce cases for external escalations, collaborate with cross-functional teams to develop new solutions aligned with customer needs, and offer valuable insights and data analysis to enhance customer experience. Furthermore, you will work closely with TSM 2 to resolve complex issues, guide users through diagnostic and troubleshooting processes, actively participate in team meetings, provide feedback for process improvement, maintain updated client records, and ensure compliance with Rently's best practices and established policies. Meeting OKRs and KPIs as communicated by your manager, possessing previous experience in client-facing roles, familiarity with Salesforce and ticketing software systems, strong analytical skills, and the ability to work in a fast-paced team environment are essential for success in this position. The ideal candidate will exhibit technical aptitude, problem-solving capabilities, urgency in handling critical issues, proficiency in Google Suite Products, excellent verbal and written communication skills, active listening abilities, attention to detail, dependability, a positive attitude, multitasking skills, collaboration capabilities, self-motivation, and a proactive approach. Operating within US hours, flexibility to work night shifts and weekends as per the schedule is required. As Rently invests significantly in enhancing functional, technological, and leadership skills of its team members, candidates committed to a minimum of 2 years with the company are encouraged to apply.,