First Line Technical Support Specialist

Who you are

• 1 year of experience in a customer-facing role
• Fluency in English, plus two of the following: French, Dutch, or German; both spoken and written
• Ability to troubleshoot problems, find answers for customers, and articulate complex solutions in clear written and verbal communication
• Team-first mentality: supporting your teammates is equally important
• Ability to work in a fast-paced environment and learn quickly. We update Rentman every week. Support needs to keep up
• Ability to collaborate cross-functionally to understand customer requirements and translate them into effective feedback internally
• Tech savviness / a passion for technology. Rentman is a complex tool and you need to know it inside out
• 1+ year in a customer-facing role. Any industry will do, but a plus if it’s in the AV rental, broadcasting, or event industry
• Previous experience working in a SaaS organization
• Basic HTML/CSS knowledge
• Familiarity with Zendesk and Jira (or similar systems)
• Experience collaborating cross-functionally and translating customers needs internal feedback

What the job involves

• As a First Line Technical Support Specialist, you'll be the expert who helps customers get the most out of Rentman
• The main objective of this role is to help customers find the right answers and solve their issues
• You'll be the first point of contact when customers reach out, whether they're new to the platform and need guidance or veterans troubleshooting complex issues
• You'll make a real impact by solving problems, sharing insights, and ensuring our customers get fast, top-quality support when they need it most
• As a repository of customer feedback and input, you'll advocate for our customers internally so that we continue to be a customer-centric company that listens to its users
• You'll be part of a passionate, customer-focused team that's all about creating smooth experiences, reducing wait times, and turning feedback into real product improvements
• Provide our users with an outstanding customer experience, taking full ownership of the customer’s issue and proactively providing solutions that genuinely help and benefit customers
• Analyze and respond to queries via Zendesk (email & chat) while also being available to answer incoming calls via Aircall
• Become a power user for our product, keeping up to date with updates and improvements, and bringing suggestions and complicated cases to the Product team
• Identify cases that need to be escalated internally and escalate them effectively to find a clear resolution
• Collaborate with the broader Customer Experience team on our goals and business objectives
• Share information, news, and workarounds within the Support team. Contribute to our internal knowledge base in Confluence
• Attend regular team meetings to identify, discuss, and solve any ongoing projects, process improvement ideas, product features, etc
• Onboard new Rentman employees during their shadowing time in Support so they learn how we help our customer

The application process

• Here's a breakdown of our recruitment process to give you a clear idea:
• Introduction Call with the recruiter about the job & Rentman, online (30-45 mins)
• Past Experience & Culture Interview with the team, online or on-site (60 mins)
• Assignment - either a take-home one (max 120 mins)
• Final Skills Interview, on-site (60 mins)

Benefits

• Work with an ambitious, young and inclusive international team
• A “13th month” annual performance bonus based on company results
• 25 days of paid vacation
• Hybrid WFH policy & work from anywhere 4 weeks a year
• Annual training budget
• Fun team activities
• A Pension plan with a monthly contribution from us as your employer
• Group health benefits through ManuLife
• After 5 years employment you get a paid sabbatical of 4 weeks
• An amazing open and light office at the centre of Toronto