Technical Support Specialist (Remote - FL)

About the role

The Technical Support Specialist serves as a critical point of contact for Rentvine clients, delivering expert-level assistance across accounting, operational, and platform-related inquiries. This role goes beyond basic troubleshooting — you'll be expected to develop deep product knowledge, identify patterns in customer issues, and contribute meaningfully to the processes that drive support quality across the team.

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.
• Troubleshoot 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.
• Participate in team initiatives, process improvement discussions, and ongoing training programs.

Qualifications

• 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.
• A customer-first mindset with a genuine passion for helping people solve problems.

Benefits

• Competitive base salary commensurate with experience, plus a full benefits package.
• A visible, high-impact role on a team where your work directly shapes the customer experience.
• A clear growth paths into Tier 2 support, Customer Success, Product, or other functions as the company scales.
• Professional development support, including ongoing training and access to industry resources.
• 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.

Pay

The Pay Range For This Role Is 50,000 - 55,000 USD per year (Estero)