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    Technical Support Specialist - Kolkata, India - Rently

    Rently
    Rently Kolkata, India

    Found in: Talent IN 2A C2 - 5 days ago

    Default job background
    Real Estate
    Description

    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 client's 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.

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