Product Support Specialist, Tier II

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 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

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. Rethink 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.

Originally posted on Himalayas