Rentals United's SaaS platform stores property information and automatically updates it across multiple listing sites. Our cloud-based technology is trusted and accessed everywhere globally, as a compact solution for distribution and operation management. Easy to use, constantly evolving, and powerful, the RU platform handles tons of data every day connected to 60+ listing sites, as well as 100+ technology providers. Thanks to our reliable two-way sync and Open API, our trusted partners include leading vacation rental sites, OTAs, travel metasearch engines, wholesalers, Property Management Systems, and Tech Service Providers.
Key Responsibilities:
● Troubleshooting and issue resolution. Responsible for diagnosing and resolving 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
● Provide exceptional customer service and communicate technical information to non-technical users in a clear and concise manner. Mostly via email, sometimes via a video call
● Maintain accurate records of support requests and resolutions using a ticketing system (Zendesk)
● Work closely with other IT team members to ensure timely and effective problem resolution
● Maintain detailed documentation of configuration settings and troubleshooting steps. This documentation is used to support end-users and train new support team members
Deliverables/Outcomes:
● Technical issues related to software applications are resolved quickly and efficiently. This ensures that end-users are able to use the software applications effectively and efficiently, without experiencing delays or disruptions
● End-users receive high-quality customer service and technical support. This helps to build positive relationships with end-users and improves their experience when using technology
● All support requests are properly documented and tracked (this facilitates effective communication and collaboration among the IT support team and ensures that end-users receive timely and effective support)
● IT issues are resolved quickly and efficiently (this helps to minimize downtime and ensure that end-users are able to perform their job duties without interruption)
● Accurate and up-to-date documentation is available to support end- users and the IT support team (this facilitates effective troubleshooting and ensures that the support team has the information they need to provide high-quality support)
Key Performance Indicators:
● First Reply Time
● Full Resolution Time
● Satisfaction rate
● Number of solved tickets
Required education and experience:
● Proficiency in English and Polish
● Self-managed person
● A creative and proactive person
● Basics of SQL
● Being organized with daily records
● Understanding of Vacation Rental Business, Property Management Software, and Vacation Rental Sites is a plus
Required attributes:
● Openness to work on the afternoon shift (2 pm - 10 pm, Mon-Fri)
● Achievement and result oriented
● Good communication and listening skills
Position type and expected hours of work: full-time on the late shift, on a daily basis: 2 pm - 10 pm. This is a Remote-first position following the Warsaw office setup: ocassionall meetings at Warsaw office may be required.