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.
What You'll Do
- 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
- 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
Bonus Qualifications
- Knowledge or interest in the Commercial Real Estate industry
- Experience using Zendesk, Salesforce.com, GoToMeeting, Google Applications, and/or Asana
- Knowledge of enterprise application software and/or CRM
- Have a passion to learn the Salesforce.com platform with the goal to become Salesforce Administrator certified
Company 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
Learn more: https://rethinkcrm.com/careers/
