Key Facts

Remote From:

Full time

English

Hard Skills

Escalation Management System Level Troubleshooting SQL (Programming Language) Windows Software Cross-Functional Collaboration System Monitoring Issue Management Root Cause Analysis Computer Systems Help Desk Support Help Desk Support Case Report Forms

Other Skills

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Troubleshooting (Problem Solving)
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Teamwork
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Customer Service
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Analytical Thinking
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Verbal Communication Skills
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Problem Solving

Roles & Responsibilities

5+ years of experience in the Rental Industry, preferably using Point of Rental software.
Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
Strong knowledge of software troubleshooting techniques, operating systems, and applications; experience with SQL.
Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.

Requirements:

Diagnose and resolve complex software issues through advanced troubleshooting, applying in-depth technical knowledge and analytical skills.
Provide software application support, address defects, performance issues, and user inquiries; guide customers to use the software to its full potential.
Act as Tier 1 escalation point, ensuring timely resolution; maintain thorough case notes and document known issues and resolutions.
Collaborate with development teams to identify software issues; assist in training Tier 1 support staff and contribute to knowledge base articles.

Point of Rental Software

About Point of Rental Software

Point of Rental Software provides smart, scalable rental and inventory management software to over 5,000 business locations of all sizes and industries. With offices in the UK, USA, Canada, South Africa, and Australia, Point of Rental offers the global rental and hire industry unparalleled customer support and award-winning products designed to streamline operations. To learn which product is right for your business, visit pointofrental.com or email sales@pointofrental.com.If you're a talented developer (of software, people, or relationships), we want you on our team! Check out our current job opportunities: https://www.point-of-rental.com/company/employment-opportunities/

Founded: 2018

Company size: 201 - 500

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Job description

Description

Position at Point of Rental Software

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.

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.