Technical Support Manager

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.

Want to be part of the Rently revolution?

Do you believe in creating the best rental experience in the world?

Do you want to provide the highest quality hardware and software products?

Are you a Team player?

Are you looking for professional and personal growth?

Are you trustworthy and believe in quality and efficiency?

Do you enjoy a customer centric organization?

If your answer is YES then you need to apply now and set yourself on a path that will lead to your professional and personal growth!

The Technical Support Manager 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. The TSM 1 should have knowledge of IoT devices, employ agile thinking to solve problems and provide meaning insights into the daily technical issues of our clients.

What you’ll do here:

• • 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 is needed
  • Applies knowledge of Rently software,smart home hardware, and procedures to solve 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.

About you:

• • 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 TSM 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.

Bonus points if you have:

• • Bachelor’s degree or higher
  • One to three years of experience in a customer success role
  • Real Estate or Prop-Tech industry experience

Benefits

Fundamentals:

50% coverage for Medical / Dental / Vision / Disability / Life Insurance (Employee, spouse, and dependents)

4 medical health plan options with health savings account

Sick Time

Vacation

Unlimited career growth opportunity

Professional Development:

Professional development opportunities

Financial Wellness:

401k with 3% company match

But wait there’s more…!

Partial Gym Reimbursement

Opportunity for Work Related Travel

Partial Pet Insurance Reimbursement

Swag and Company Gifts

Holiday themed activities, team-building events and more!