Support Solutions Engineer
Description
Company Overview
We are EPIC here! Point of Rental provides effective rental software’s by offering innovative products to our customers. We build long lasting relationships and offer solutions that changes customers lives successfully. Point of Rental takes pride in our customers and helping them reach their business goals. Here we empower you, give you the freedom, and flexibility to take on new challenges. We build the best quality software’s that impact customer lives daily. We are more than just a software company; we have a passion to positively impact and give back to communities near and far. Point of Rental has been honored as one of Inc.500’s Best Places to work in 2024! This recognition highlights our commitment to fostering a positive and engaging work environment.
We are EPIC here! Point of Rental provides effective rental software’s by offering innovative products to our customers. We build long lasting relationships and offer solutions that changes customers lives successfully. Point of Rental takes pride in our customers and helping them reach their business goals. Here we empower you, give you the freedom, and flexibility to take on new challenges. We build the best quality software’s that impact customer lives daily. We are more than just a software company; we have a passion to positively impact and give back to communities near and far. Point of Rental has been honored as one of Inc.500’s Best Places to work in 2024! This recognition highlights our commitment to fostering a positive and engaging work environment.
Job Description
As a Support Solutions Engineer, you will be supporting customers using Point of Rental software. The primary role of the Support Solutions Engineer is to deliver an awesome experience to our customers. A qualified Technician thrives on going above and beyond on every interaction and will be the primary voice of POR to our customers.
Responsibilities & Duties
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
Education & Experience
- Experience: 5+ years of experience in the Rental Industry, preferably using Point of Rental software
- Technical Skills: Strong knowledge of software troubleshooting techniques, operating systems, and applications. Experience with SQL.
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience preferred.
Skills & Requirements
- Problem-Solving: Excellent analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues.
- Communication: Strong verbal and written communication skills. Ability to explain technical concepts to non-technical users clearly and effectively.
- Customer Service: Proven ability to deliver exceptional customer service and maintain positive relationships with end-users.
Desirable Qualifications
- Experience in the Rental Industry
- Experience using Point of Rental Software
- Experience in a software support or technical support role
Job Type: Full-Time, Exempt. Base Salary + Benefits (Medical/Dental/Vision), 120 Hours PTO, & 100% 401(k) Matching (Up to 4%). M-F, Daytime Hours; 100% Remote; Some travel required for company events.
The base pay range for this position is $70,000 to $80,000 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, experience and training, skills, licenses and certifications, and education among other factors.
POR is an Equal Employment Opportunity employer and does not discriminate in hiring or employment practices. All qualified applicants will receive consideration without regard to race, color, sex, religion, national origin, citizenship, military service, veteran status, disability, genetic information, age, and any other characteristic protected by federal, state, or local laws. POR is committed to providing equal opportunity for all and reasonable arrangements for individuals with disabilities in employment. To request any special arrangements, please contact Human Resources.