Product Support Specialist - Tier II

4 days ago

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Rethink

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Cloud Computing • Customer Relationship Management • Salesforce • Real Estate Technology • Commercial Real Estate

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Description

• The Product Support Specialist (Tier II) at Rethink is a client-facing, technical, and resourceful individual responsible for efficiently addressing escalated support cases with a client-centric approach. • The Product Support Specialist (Tier II) role is fast-paced and requires quick learning, thinking on your feet, innovative problem solving, and a strong ability to switch gears quickly throughout the day. • Product Support Specialists provide world-class customer service and can tap into both creative and analytical thought processes. • Provide best in class support to clients via phone, virtual online meetings and online support ticket system. • Supply product information, troubleshoot, follow-up, and resolve with a sense of urgency, positivity and empathy to clients. • Consistently provide the highest level of satisfaction by maintaining a CSAT score of 90% or above. • Partner with Client Success Managers to continuously improve our clients’ experience. • Proactively obtain product feedback and work cross-functionally with Product, Marketing and Sales teams to help develop stronger product features. • Become the company’s leading expert in Rethink, Salesforce.com, our partnership ecosystem, and the Commercial Real Estate industry, and serve as an internal resource for all departments. • Stay up-to-date on the latest trends of our partner, Salesforce.com, and their product updates. • Manage the Zendesk Knowledge Base for ongoing maintenance, identify areas of improvement, guide direction of content, and develop new visual (videos, GIFs, and screenshots) and written articles. • Complete on-boarding configurations for new clients. • Build relationships with clients, Product and Implementation Partners.

Requirements

• Self-motivated, able to work independently and as a part of a team • Service-obsessed: Patient with clients, and high level of urgency to efficiently address client issues and questions • You are tech savvy and enjoy learning new technology • Ability to learn quickly and think creatively in face of new tasks and challenges • Excellent written and verbal skills to communicate complex concepts in a simple manner for various audiences • Proven track record of reaching and exceeding Client/Product Support KPIs • Thrive in a high-growth, fast paced environment and quickly adapt to changing demands • Excellent information management, time management, and organization skills with strong attention to detail • Passionate about Client Success and going above and beyond to make someone's day • Possess a strong desire to be in a start-up culture and willing to go the extra mile

Benefits

• Competitive base salary with company units • Company health benefits coverage and an HSA option • Career development opportunities • Unlimited paid time off and paid holidays • Fun, collaborative and hard-working environment • Open, dog friendly and eco-conscious office space in East Austin • Free parking • Casual attire • Free snacks and refreshments (coffee, Topo Chicos, beer and kombucha on tap) • Quarterly Town Hall off-sites • Opportunity to be involved in Rethink Advisory Board to help guide direction of the company • Team outings and volunteer events