Technical Support Specialist, Tier 1

🕒 Maio 27

🐊 Florida – Remoto

🐊 Florida – Remote

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

📞 Engenheiro de Suporte

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Rentvine

SiteLinkedInTodas as Vagas

201 - 500 funcionários

O software de gestão de propriedades que a indústria merece. O Rentvine transforma empresas de administração de propriedades ao fortalecer seu relacionamento com seus clientes.

Descrição

• Own inbound customer inquiries via phone, email, and live chat — responding promptly, professionally, and with measurable impact on customer satisfaction. • Serve as a trusted advisor to clients, guiding them through complex platform questions and helping them get maximum value from Rentvine's features. • Create, manage, update, and resolve support tickets with accurate documentation and timely follow-through. • Consistently meet or exceed established SLAs, CSAT targets, and team KPIs. • Diagnose, investigate, and resolve software, accounting, and workflow-related issues with a structured, methodical approach. • Identify recurring issues and escalate complex or high-impact cases to Tier 2 or Engineering with clear, thorough context. • Document troubleshooting steps and resolution outcomes in a way that enables team-wide knowledge sharing. • Develop and maintain deep expertise in Rentvine's platform, including accounting modules, reporting tools, integrations, and operational workflows. • Guide customers through best practices, configuration options, and system navigation to help them work more efficiently. • Serve as an internal resource for team members on platform behavior and edge-case scenarios. • Contribute to the continuous improvement of the knowledge base, internal SOPs, and customer-facing help content. • Capture customer feedback to surface trends to Product, Engineering, and Leadership. • Collaborate cross-functionally with Onboarding, Account Management, and Customer Success to ensure a seamless customer experience.

🎯 Requisitos

• 2 years of experience in technical support, help desk, or customer success — ideally within a SaaS or software environment. • Demonstrated ability to troubleshoot software issues methodically, with clear documentation of steps and outcomes. • Strong written and verbal communication skills, with the ability to convey technical information clearly to non-technical audiences. • Experience working within ticketing or CRM systems (Intercom, HubSpot, Zendesk, Salesforce, or similar). • Comfortable managing multiple open cases simultaneously and prioritizing effectively in a fast-paced environment. • Customer-first mindset with a genuine passion for helping people solve problems. • Bachelor's degree or equivalent experience in Accounting, Finance, Business, Property Management, Information Technology, or a related field is preferred.

🏖️ Benefícios

• Competitive base salary commensurate with experience, plus a full benefits package. • Professional development support, including ongoing training and access to industry resources. • A visible, high-impact role on a team where your work directly shapes the customer experience. • Clear growth paths into Tier 2 support, Customer Success, Product, or other functions as the company scales. • A collaborative, inclusive culture that values accountability, curiosity, and continuous improvement. • The energy of a high-growth startup (#60 on the 2025 Inc. 5000) with the stability of a proven platform.