Software Support Specialist

About the Role

Title: Software Support Specialist

Location: Atlanta United States

Job Description:

About Inhabit

Inhabit operates a unique collective of tech-forward companies serving the residential, commercial, and short-term rental industries. Our team members deliver best-in-class software solutions and services while fostering innovation and collaboration with business leaders and industry experts. Inhabit believes that property managers are central to the success of the residential and short-term rental markets and delivers products built to empower them, their investors, and communities. Come help build the company you want to Inhabit. To learn more, visit inhabit.com.

Job Description Summary

Primary contact for existing clients to resolve issues, answer questions, provide training and/or coordinate additional based on repetitive issues/questions.

What You’ll Do (Functions & Responsibilities)

• Develop deep understanding of the PayYourRent application - both customer facing and administrative side.

• Document application functionality as it relates to developing knowledge base articles and documentation 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.  Sometimes it is necessary to talk to a person versus just sending an email.  Shows they understand when it is time to escalate to get results.

• This is more than just resolving issues.  In this role, as the first point of contact for existing clients, the interaction with clients on a day-to-day basis and providing exemplary service contributes to customer experience.

• Identifies reoccurring issues that need to be assigned to the dev team to determine root cause.  Works closely with the product team to provide information as needed.

• Continues to look for ways to improve processes and works with the team to implement improvements.

• Utilizes Intercom for ticketing based on proposed support processes, assigns and resolves tickets based on priority/severity.  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, to initiate help with issues that are presenting a challenge, etc. 

Qualifications

What We’re Looking For (Minimum qualifications)

• Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious

• Able to quickly learn systems, processes, and procedures, and grasp technical concepts

• Excellent organizational, written, and oral communication skills

• At least two years in a customer service role

• 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 preferred 

• Experience troubleshooting in a SaaS environment preferred 

Education Requirements

• High School Diploma 

Type

• Full Time, Hourly, Non-Exempt

Location

• Atlanta, Georgia (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

• 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.