Support Solutions Engineer

Point of Rental Software is a company dedicated to providing innovative rental software solutions to customers. As a Support Solutions Engineer, you will be responsible for delivering exceptional support to customers, diagnosing complex software issues, and ensuring a high level of customer satisfaction through effective communication and problem-solving skills.

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

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