Technical Support Specialist, Tier 1
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Job Description
Technical Support Specialist at Rentvine providing expert-level assistance in software and accounting inquiries. Guiding clients through complex platform questions and supporting operational workflows.
Responsibilities:
- 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.
Requirements:
- 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.
Benefits:
- 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.
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