The Technical Support Specialist is responsible for providing technical assistance to customers, installers and residents. To be successful, the TSS 1 must have an in-depth knowledge of company products, services, partner integrations, and client business practices and possess effective communication skills with a genuine desire to understand the client\xe2\x80\x99s technical needs and provide value through actionable processes. TSS 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. About the role: Minimum 2 years experience is mandatory. (freshers need not apply) The Technical Support Specialist is responsible for providing technical assistance to customers, installers and residents. To be successful, the TSM 1 must have an indepth knowledge of company products, services, partner integrations, client business practices and possess effective communication skills with a genuine desire to understand the client\xe2\x80\x99s 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: \xe2\x80\xa2Previous experience in a client-facing or account management role \xe2\x80\xa2Experience with Salesforce (or other comparable CRMs), support, ticketing software systems and best practices. \xe2\x80\xa2Strong analytical and problem-solving skills. \xe2\x80\xa2Proven ability to work in a fast paced, team centered work environment \xe2\x80\xa2Partners with TSS 2 to identify and solve higher level issues \xe2\x80\xa2Technical aptitude and ability to identify alternative solutions to customer issues. \xe2\x80\xa2Ability to handle multiple, critical, high priority issues with a sense of urgency . \xe2\x80\xa2Proficiency with Google Suite Products. \xe2\x80\xa2Excellent communication\xe2\x80\x93 verbal, written, interpersonal with strong active listening skills. \xe2\x80\xa2Detail-oriented and dependable, with a positive and inquisitive attitude. \xe2\x80\xa2Ability to multitask, prioritize, and collaborate \xe2\x80\xa2Exhibit 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 as a company, we expect Candidates who are looking for a long-term association with the organization (at least a minimum of 2 - 3 years) need to apply. Below are the interview processes that you will be going through with Rently. 1. HR Discussion 2. Operational Interview I 3. Operational Interview II Be ready to work on night shifts and during weekends based on the work schedule (5days Work Culture) Job Types: Full-time, Permanent Salary: Up to 500,000.00 per year Benefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Day range:

• Weekend availability

Shift:

• Night shift
• US shift

Application Question(s):

• May I please have your email address for our records and communication during the interview process?
• Provide your current, active phone number for interview scheduling and communication during the hiring process.
• Are you currently serving a notice period? If so, could you mention your expected last working day?

Experience:

• Customer support: 2 years (Preferred)

Work Location: In person