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Technical Support Expert for Vacation Rental Business

2 tygodni temu


Warszawa, Mazovia, Polska Rentals United Pełny etat

About the Role

We are seeking a highly skilled Technical Support Expert to join our IT team at Rentals United. As a key member of our team, you will be responsible for providing exceptional technical support to our internal teams and external clients.

Key Responsibilities

  • Troubleshooting and Issue Resolution
    • Diagnose and resolve technical issues related to software applications, including examination of logs and database entries (SQL).
    • Work with end-users to identify and troubleshoot problems, and escalate more complex issues to senior technical support or development teams as needed.
  • Customer Service and Communication
    • Provide exceptional customer service and communicate technical information to non-technical users in a clear and concise manner.
    • Maintain accurate records of support requests and resolutions using a ticketing system (Zendesk).
  • Collaboration and Documentation
    • Work closely with other IT team members to ensure timely and effective problem resolution.
    • Maintain detailed documentation of configuration settings and troubleshooting steps.
  • Performance Monitoring and Improvement
    • Monitor and analyze key performance indicators, such as First Reply Time, Full Resolution Time, Satisfaction rate, and Number of solved tickets.

Required Skills and Qualifications

  • Proficiency in English and Polish.
  • Self-managed person with high energy level, self-confidence, and perseverance mindset.
  • Hardworking and organized individual with basics of SQL and understanding of Vacation Rental Business, Property Management Software, and Vacation Rental Sites.

Benefits and Others

  • No traveling requirements.
  • Vacation Requests: Via Factorial - Time off manager (CTO) previously discussed with and accepted by the IT Support Manager.