Support Solutions Engineer

Point of Rental Software

4d • $70,000 - $80,000 • Remote

About The Position

As a Support Solutions Engineer, you will be supporting customers using Point of Rental software. The primary role of the Support Solutions Engineer is to deliver an awesome experience to our customers. A qualified Technician thrives on going above and beyond on every interaction and will be the primary voice of POR to our customers.

Requirements

• 5+ years of experience in the Rental Industry, preferably using Point of Rental software
• Strong knowledge of software troubleshooting techniques, operating systems, and applications. Experience with SQL.
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience preferred.
• Problem-Solving: Excellent analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues.
• Communication: Strong verbal and written communication skills. Ability to explain technical concepts to non-technical users clearly and effectively.
• Customer Service: Proven ability to deliver exceptional customer service and maintain positive relationships with end-users.

Nice To Haves

• Experience in the Rental Industry
• Experience using Point of Rental Software
• Experience in a software support or technical support role

Responsibilities

• Advanced Troubleshooting: Diagnose and resolve complex software issues, utilizing in-depth technical knowledge and analytical skills.
• Technical Support: Provide support for software applications. Address defects, performance issues, and user inquiries. Respond to customer requests for assistance advising them on how to utilize the software to its full potential.
• Use knowledge and skills to address customer’s needs and resolve problems within existing specifications and defined standards
• Provide an exceptional customer experience demonstrating excellent communication skills, responsive follow through, and advocacy for customer issues within the support team and other internal departments
• Provide timely follow-up to customers and an exceptional support experience
• Provide thorough and complete case notes and documentation of customer issues
• Receive customer calls, chats, and email inquiries
• Analyze customer problems and research solutions using the base knowledge of the software
• Diagnose customer issues through process of elimination by asking probing questions
• Provide easy-to-understand answers adapted to the customer situation
• Document issues appropriately based on existing guidelines
• Escalation Management: Act as a point of escalation for Tier 1 support staff, ensuring that issues are resolved in a timely and efficient manner.
• Documentation: Maintain detailed records of support requests, troubleshooting steps, and resolutions. Document known issues and solutions for future reference.
• Collaboration: Work closely with development teams to identify and address software issues. Provide feedback for continuous improvement.
• Training and Mentoring: Assist in training Tier 1 support technicians and contribute to the development of support documentation and knowledge base articles.
• Customer Interaction: Communicate with end-users to understand their issues, provide updates on resolution progress, and ensure a high level of customer satisfaction.
• System Monitoring: Monitor software performance and stability. Implement proactive measures

Benefits

• Benefits (Medical/Dental/Vision)
• 120 Hours PTO
• 100% 401(k) Matching (Up to 4%)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level