Support Specialist
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Job Description
Support Specialist role at Revyse managing inbound support tickets for multifamily operators. Involves onboarding, documentation, and collaboration with internal teams.
Responsibilities:
- Ticket Triage & Queue Management: You will serve as the first line of defense for all inbound support tickets across operators, vendors, and internal teams
- Issue Escalation & Cross-Functional Communication: You’ll collaborate closely with Implementation and Product by identifying trends, escalating bugs, and documenting recurring issues with clear, contextual summaries
- Onboarding & Data Integrity: You’ll play a key supporting role in onboarding new customers by assisting the Implementation team with critical tasks
- Product Configuration Support: This role requires domain expertise to assist with tasks like building document templates, setting contract signature blocks, and configuring requirements
- Documentation Support: You’ll expand and maintain our resource library, creating clear, user-friendly documentation and process guides
- Generalist Responsibilities: This role is inherently versatile, stepping in to tackle a variety of tasks as they arise
Requirements:
- A strong technical aptitude with proven experience in software support or customer service within a fast-paced, tech-driven environment
- A “measure twice, cut once” mentality. Your work is wildly accurate
- Multifamily domain knowledge and exposure to the relationship between operators and suppliers
- Somewhere around 2+ years of experience is a good benchmark, but not a hard and fast rule
- Exceptional problem-solving skills and the ability to diagnose and resolve technical issues quickly and accurately
- Great written and verbal communication skills, capable of translating complex technical concepts into clear guidance for customers
- Experience in technical documentation and the creation of client-facing materials
- Experience with helpdesk systems and project management tools, like Notion, Zendesk, etc
- Strong organizational skills and attention to detail
- Ability to manage multiple tasks and projects simultaneously while maintaining a high level of accuracy and quality
- Entrepreneurial, generalist mindset with a willingness to roll up your sleeves and take complete ownership of initiatives in a startup environment
Benefits:
- Collaborative remote-forward work environment with a SUPER passionate and talented team
- Trust falls are part of our DNA
- We don’t think it’s weird or awkward to care about our well-being at work - we value each other as individuals and are energized by the idea of understanding our colleagues on a deeper level
- Our leadership philosophy is to over communicate, always
- We’re transparent about company goals and opportunities
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