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Role Description

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.

• 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.

Qualifications

• 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.

Requirements

• Excellent analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues.
• Strong verbal and written communication skills. Ability to explain technical concepts to non-technical users clearly and effectively.
• Proven ability to deliver exceptional customer service and maintain positive relationships with end-users.

Benefits

• Full-Time, Exempt.
• Base Salary + Benefits (Medical/Dental/Vision).
• 120 Hours PTO.
• 100% 401(k) Matching (Up to 4%).
• M-F, Daytime Hours; 100% Remote; Some travel required for company events.
• The base pay range for this position is $70,000 to $80,000 per year.