Software Support Specialist

Description

About Inhabit

Inhabit is a software company serving the residential and vacation property management industries. It delivers best-in-class software solutions while fostering industry-leading innovation and collaboration. Powered by its diverse team of business leaders and industry experts, the company focuses on providing property management professionals more choice through its software ecosystems. Inhabit believes that property managers are central to the success of the residential and vacation housing markets and delivers products built to empower them, their investors, and communities. Inhabit’s private equity partners include Goldman Sachs Asset Management, Insight Partners, Greater Sum Ventures and PSG. These are committed to helping support the company’s commitment to property management software solutions. To learn more, visit Inhabit.com.

Job Description Summary

The Software Support Specialist is the primary contact for existing clients with responsibility over resolving issues, answering questions, providing training and/or coordinating additional assistance required.

What You’ll Do (Functions & Responsibilities)

• Develop a deep understanding of the Aptexx application both customer facing and administrative side.
• Documents application functionality as it relates to developing knowledge base articles to provide improved “self-help” for customers.
• Demonstrates exemplary customer service by ensuring tickets are responded to efficiently based on priority/type of ticket and utilizing good communication skills…both written and verbal.
• Demonstrates ability to determine when a phone call with a client is required versus responding via email.  Takes initiative regarding when to escalate situations.
• First point of contact for existing clients, handles interactions on a day-to-day basis and provides exemplary service to contribute to overall customer experience.
• Organizes meetings with clients as needed to review and discuss their account and any product or process changes that may occur.
• Identifies reoccurring issues that need to be assigned to the development team to determine root cause.  Works closely with the development team to provide information as needed.
• Have an eye for detail and be open to process improvements and opportunities to streamline processes.  
• Utilizes Zendesk and Salesforce based on proposed support processes. 
• Assigns, tracks and resolves tickets; demonstrates the ability to prioritize tickets based on impact to the client and the ability to respond based on impact to the business. Updates ticket categories accurately.
• Participates in daily stand-up discussions to share knowledge, initiate help with issues that are presenting a challenge, etc. 

Qualifications

What We’re Looking For (Minimum qualifications)

• Minimum of 4 years in a customer service role
• Excellent customer service skills – the ability to be empathetic, responsive, resourceful and conscientious
• Ability to quickly learn systems, processes, and procedures, and grasp technical concepts
• Excellent written and oral communication skills
• A strong sense of urgency
• Detail oriented and a pattern of high level of accuracy
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
• A desire to learn, master and teach
• Knowledge of the payments industry is a plus
• Experience troubleshooting in a SaaS environment with an assertive deploy schedule
• Knowledge of Visa/MC operating rules & regulations preferred

Education Requirements

• High School Diploma required

Type

• Full Time; Hourly

Location

• Woodstock, GA (Hybrid)

Benefits Include

• Competitive Pay
• Health Insurance: Medical, Dental, Vision and Prescription Plans
• Health Savings Accounts
• Flexible Spending Account
• Dependent Flexible Spending Account
• Critical Illness and Accident
• Retirement Savings Plan (401K) with discretionary company match
• Short and Long Term Disability
• Company Paid $25,000.00 life insurance
• Supplemental Life and AD&D Insurance
• Employee Assistance Program
• Paid Holidays
• Paid Vacation
• Paid Volunteer Time
• Inhabit Employee Discount Programs

Our Company is an Equal Opportunity Employer and complies with all federal, state, and local laws, including providing reasonable accommodations to applicants.