Tier 1 Software Support

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.

About iTRIP

iTrip operates short-term rental property management franchises in over 100 markets in the US.

Job Description

As a Tier 1 Software Support Specialist, you will master iTrips Property Management Software (PMS) and work closely with our franchisees to answer software-related questions and provide general best practices. We seek a customer-oriented service representative to act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency. The target is to ensure excellent service standard and maintain high customer satisfaction.

What Youll Do (Functions & Responsibilities)

• Learns iTrips enterprise property management software suite
• Effectively manages large quantity of incoming support tickets, telephone calls, live chats and emails
• Identify and assess customers needs to achieve satisfaction.
• Provides accurate, valid, and complete information by suing the right methods/tools
• Provides timely and accurate resolutions to our franchisees needs and questions
• Coordinates, troubleshoots and diagnoses incoming end user requests via Email, Phone and Webinar (Zoom)
• Manages support tickets in Zendesk
• Keeps records of customer interactions and files documentation
• On Call Hours of 8am to 5pm CST Monday Friday
• Monitors Zendesk and emails after hours and on weekends for escalation of technical emergencies in alignment with established protocols.
• Works with other 3rd party support teams to resolve any support issues
• Works with the development team to identify and report issues in the application
• Goes the extra mile to engage and build relationships with our customers
• Contributes to team efforts
• Tests new features or updates in our software prior to release
• Identifies improvements to be made in the software suite

What Were Looking For (Minimum qualifications)

• Previous direct to client support experience using Zendesk or other similar support systems.
• Proven customer support experience
• Excellent verbal and written communication skills
• Strong technical knowledge and understanding of SAAS products, web browsers, mobile devices, and operating systems
• Customer orientation and ability to adapt/respond to different types of personalities
• Ability to multi-task, prioritize and manage time efficiently.

Education

• Associates degree or equivalent experience preferred.

Location

• Knoxville, TN (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
• 401k Plan 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.