Technical Support Specialist

As a Technical Support Specialist at Rently, you will be responsible for providing technical assistance to customers, installers, and residents. Your role will require you to have an in-depth knowledge of company products, services, partner integrations, and client business practices. Effective communication skills and a genuine desire to understand the clients" technical needs are essential for success in this role. Additionally, you should be knowledgeable about IoT devices, employ agile thinking to solve problems, and provide meaningful insights into the daily technical issues faced by our clients. **Responsibilities:** - Field escalation calls, tickets, chats, email, and other communication from users with inquiries regarding smart home devices, connectivity, software, and similar concerns. - Overtake call center communications to solve escalated issues promptly. - Submit Salesforce cases to escalate issues that require external interventions. - Collaborate closely with 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 deliver value for customers. - Work with TSM 2 to identify and resolve higher-level issues. - Guide users through diagnostic and troubleshooting processes, which may involve using software and following verbal instructions. - Participate in team meetings, provide process enhancement feedback, and promote a culture of teamwork. - Demonstrate an increasing level of knowledge and comprehension of Rently products and integrations. - Accurately document and update client records, support notes, and interactions using platforms like Salesforce, ZenDesk, Dialpad, Confluence, etc. - Ensure compliance with Rently best practices while following established policies and procedures. - Consistently achieve OKRs and KPIs as communicated by your manager. **Required Skillsets:** - Previous experience in a client-facing or account management role. - Familiarity with Salesforce (or other comparable CRMs), support, ticketing software systems, and best practices. - Strong analytical and problem-solving skills. - Ability to work in a fast-paced, team-centered work environment. - Technical aptitude and the ability to identify alternative solutions to customer issues. - Capability to handle multiple critical, high-priority issues with a sense of urgency. - Proficiency with Google Suite Products. - Excellent verbal, written, and interpersonal communication skills with strong active listening abilities. - Detail-oriented, dependable, with a positive and inquisitive attitude. - Ability to multitask, prioritize, and collaborate effectively. - Exhibit a high degree of self-motivation, drive, and a proactive nature. **Hours:** - Operating in US hours. - Be prepared to work night shifts and weekends based on the work schedule. Rently is a product-based company that heavily invests in developing functional, technology, and leadership skill sets in team members. Candidates who are willing to commit to a minimum of 2 years are encouraged to apply.,