Support Solutions Engineer

Point of Rental Software provides innovative rental software solutions and is recognized as one of Inc.500’s Best Places to work in 2024. The Support Solutions Engineer is responsible for delivering exceptional customer support, diagnosing software issues, and collaborating with development teams to enhance software performance.

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