Customer Success Associate (SaaS, Remote)

Job Description

Rentopian, Inc. is seeking full-time Customer Success Associate to perform a wide range of responsibilities. As a Customer Success Associate, you’ll mainly play an active role in shaping our users’ experience on a daily basis. You’ll provide users with the knowledge needed to navigate the software, and share the information they need to successfully implement our software into their existing rental business. You’ll assist with troubleshooting customer issues and working closely with our technical team to ensure that issues and bugs are resolved in a timely manner. Additionally, you’ll be able to listen and identify missing functionality from current/potential users and relay that information to the technical team. You’ll play an essential role in driving our customers’ success and ensuring they utilize the software to its full advantage.

Must be a motivated self-starter, with a passion for technical support, the events industry, and great written and phone communication skills. Applicants must be willing to work from home.

Submission of video recording is a must. Applications without video recording submission will not be reviewed. Please record your answers using Loom video tool and send the link to your recording.

Video Submission: Answer the following in a self-recorded video and provide with your application:

1. Q1: How do you measure successful resolution of a customer support request?

2. Q2: What were the key habits or systems that led to the successful support of a client?

You’re Good At

Interfacing with customers and problem-solving customer issues. You excel at written and verbal communication and have above-average technical skills.

• Communicating with fellow team members: You are an effective communicator within the team and can collaborate with multiple team members from different departments.

• Proficient in online tools: You are comfortable using various online tools such as Excel, Hubspot, Zoom, etc. which are essential for modern business operations.

• Effective organization and time management: Your organizational and time management skills allow you to handle multiple tasks efficiently and prioritize activities effectively. You’re able to clearly document

• Self-motivation: You’ll be working remotely, so you must be a self-starter. As our company is growing, this position has the potential to grow and expand based on your performance.

What You’ll Do

As a Customer Success Associate, you will:

• Software Expert Knowledge: You’ll be expected to maintain an expert level of knowledge regarding all of our software features. This will enable you to efficiently assist users with a wide range of inquiries, ensuring that you can provide accurate and helpful guidance on every aspect of our platform.

• Customer Support Request: You’ll handle and triage incoming customer calls through our phone, emails and chat. You should have a solid understanding of the software to be able to handle basic inquiries and issues. You’ll loop in the Customer Success Manager or Technical Team on any advanced or escalated customer concerns or issues.

• Basic Onboarding Task: You’ll handle initial data uploads and can help provide training on smaller or more basic accounts.

• Feature Request Notifications: As the Technical Team completes and implements new features and enhancements, you’ll notify customers and close the ticket.

What You’ll Need

• Minimum of 2 years of prior experience (within the last 2 years) in SaaS customer support

• Outstanding verbal and written communication skills (superior grammar and spelling required)

• Proficiency in utilizing customer communication tools such as Zoom, Gsuite, and Hubspot.

• Ability to quickly learn complex procedures, troubleshoot potential bugs and issues, and visualize users' screens from their description alone

• Ability and patience in communicating technical concepts to users who may not be tech-savvy

• Ability to learn new technology quickly

• Organizational skills and attention to detail

• Strong proficiency in Excel, formatting client data for product and customer imports, ensuring accuracy and compatibility and system requirements

Preferred Experience:

• Event industry/event rental knowledge or experience

• Basic proficiency in HTML and CSS, enabling the ability to modify simple website pages and documents with an understanding of web structure

Why join us

Joining Rentopian can supercharge your professional journey, propelling your career forward while collaborating with top-notch professionals. Our passionate team finds joy in their work and shares a common drive to make a significant difference. When you become part of our team, you'll experience numerous advantages, including:

• SaaS Academy: Access to our specialized training programs to enhance your expertise in Software as a Service (SaaS) and stay ahead in this dynamic industry.

• Personal Growth: We foster an environment that encourages personal development, empowering you to unlock your full potential and achieve your aspirations.

• Knowledge Sharing: Our culture emphasizes sharing insights, ideas, and knowledge, creating a vibrant atmosphere of continuous learning and improvement.

• Opportunities: As you excel in your role, you'll have the chance to explore various departments within Rentopian, broadening your skill set and gaining a well-rounded perspective of the organization.

• Cutting-Edge SaaS Technology: Be at the forefront of SaaS advancements, working with the latest tools and technologies that drive innovation in the industry.

• Recognition and Rewards: Your hard work and dedication won't go unnoticed. We believe in acknowledging and rewarding outstanding contributions.

At Rentopian, we're committed to your growth, success, and well-being. Join us to experience a fulfilling and enriching career journey!

Submission of video recording is a must. Applications without video recording submission will not be reviewed.

Shift Timezone: PST

Job Type: Full-time

Pay: $40,000.00 - $55,000.00 per year

Expected hours: 40 per week

Benefits

• Dental Insurance

• Health Insurance

• Paid time off

• Paid training

• Parental leave

• Vision insurance

• Work from home

Schedule:

• 8-hour shift

• Monday to Friday

Experience:

• SaaS Customer Support: 2 years (Required)

Language:

• English (Required)

Work Location:

• Remote