Helpdesk Specialist

Job Overview

Our Helpdesk team is looking for knowledgeable, fast-learning OwnerRez users to join our team and reply to support tickets, predominantly via email. As a virtual company, all OwnerRez employees work from home, which can be anywhere with a reliable Internet connection and good working environment. You should be located within a USA timezone (or nearby), and are online during core business hours.

As a Helpdesk Specialist, you will be responsible for communicating with clients about everything OwnerRez. While incoming experience is vital, we understand that no one is an expert at everything, so additional training will be provided. This involves a combination of video guides, virtual classroom training, and hands-on (guided) experience responding to customer support tickets and other inquiries.

Full time positions receive the standard corporate benefits package.

Responsibilities and Duties

• Respond to support tickets from clients.
• Review new and existing client accounts for improvement recommendations to their practices.
• Collaborate with other team members to manage large accounts and complex issues.
• Escalate issues requiring extended research to Tier 2 agents in a timely manner.
• Interact with clients primarily via email, and creating short personalized videos.
• Occasional live calls (phone or video meet) with clients may be required.
• Attend company meetings online.
• Maintain frequent contact with management and colleagues using online productivity tools.
• Other duties as assigned by management.
• Occasional travel opportunities may be available including industry conferences and company outings.

Qualifications

Will I Fit In Well? Yes, if...

You’re highly skilled in customer service. We’re looking for at least 1-2 years experience in technical customer support, or, 1-2 years in a technical/engineering position or training and also 1-2 years doing non-technical customer service.

You're empathetic to users and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support and not stupid because of a small mistake.

You obsess over the details without being obsessive. You make sure you haven’t missed anything important - for the clients, and for your colleagues who’ll need to work with the client in the future. But you also understand your time is valuable and know when to reach out to other team members rather than insisting on figuring things out yourself.

You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific needs, and also solving their problems that may have gone unsaid.

You have very good writing skills and understand how to be clear and concise. The primary mode of support and interaction with clients and colleagues is via written communication.

You’re professional and courteous in presentation. We try to keep videoconferences to a minimum, but there are some issues that just can’t be resolved any other way.

You're persistent. Support at OwnerRez is much different than at many software companies. It's not just the same questions over and over again - sure, we get those, but we try to engineer our way out of them so they don’t have to be asked. Most questions involve researching technical nuances of our service, because the easy questions are already well documented. You love the opportunity to solve new problems every day, and won't just give up when you don't know the answer right away. You aren’t afraid to ask for assistance instead of stumbling blindly on your own.

You love doing things efficiently. The whole purpose of OwnerRez is to have a massive efficiency impact on our clients’ businesses, and we want our internal operations to be the same. We believe in systems and processes that let us scale our impact to be larger than ourselves. If something is manual and repetitive, something needs to be done to change that, which means communication is essential.

You know your boundaries. You know when to give advice and when to recommend other resources, and you don’t waste time trying to resolve issues outside the scope of what OwnerRez provides.

You are comfortable setting your own course. While we never want you to feel alone, much of the time you get to make things happen yourself without someone saying so. It’s essential that you are comfortable being proactive on behalf of your clients, doing what needs to be done to get them the information and help they need.

Reports To

Rex Cannizzaro, Helpdesk Manager

Compensation

• $45k - $55k, willing to negotiate based on OwnerRez or STR experience
• Fully paid health benefits
• Unlimited PTO policy, subject to team schedule and needs
• 100% telework-from-home

How To Apply

Thank you for your interest in joining OwnerRez as a Helpdesk Specialist.

We want to ensure that all applicants have a fair and equal chance, so we’re using a TestGorilla assessment. This minimizes unconscious bias in our hiring process. Successful candidates will be invited to a job interview. Ready to join our team? Start by clicking the link below:

https://app.testgorilla.com/s/drdpb55f

Once you have taken the assessment test, please fill out this form

https://forms.gle/p4oYHE14Mw9mxsXN9

Only applicants that live within a USA timezone (or nearby) will be accepted. Must be online during business hours of 10am - 3pm Eastern (UTC-5). Exceptions may be made depending on applicant time zone and personal situation.