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/
At Rethink, we build enterprise cloud technology to power and transform the biggest names in commercial real estate (CRE) industry. Rather than wait for success, our team embraces change to innovate and develop cutting-edge solutions to give CRE brokers enhanced efficiency in their day-to-day operations and better insight into their business performance. By enabling data-driven decisions, Rethink supports our customers as they help companies like Lululemon, Whole Foods, and Blackstone shape the world we live in. As we strive to achieve the greatest measure of success possible, we fail together, win together, and are rewarded together.
With our talented team and strategic partnership with Salesforce.com, our flagship product, Rethink, has become the number one cloud-computing commercial real estate application built on the Salesforce.com platform. is looking for talented, creative, and energetic individuals who want to join our quickly growing team and be a part of the next tech start-up phenomenon.
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