Technical Support Specialist

The Technical Support Specialist is responsible for delivering exceptional customer service and technical assistance to clients using our property management software. As the first point of contact, this role ensures customers can efficiently utilize the platform to support their accounting and operational needs by responding to inbound phone calls, emails, and chat inquiries.

This position focuses on troubleshooting, resolving common software questions, and escalating more complex issues when necessary. The ideal candidate will possess strong problem-solving abilities, excellent communication skills, and a customer-first mindset. Individuals with backgrounds in accounting, finance, or property management will thrive in this role. This opportunity is ideal for individuals who are motivated to contribute to a high-performing culture, deliver industry-leading customer experiences, and grow alongside a rapidly expanding technology organization.

What You’ll Do

Customer Assistance

• Respond promptly and professionally to inbound customer inquiries via phone (Aircall), email, and chat.
• Deliver high-quality customer support while ensuring positive satisfaction outcomes.
• Create, manage, and update support tickets in HubSpot.
• Meet or exceed established SLAs and performance KPIs.

Troubleshooting & Escalation

• Diagnose and resolve common software, accounting, and workflow-related issues.
• Document troubleshooting steps clearly and thoroughly.
• Escalate complex issues to Tier 2 or Engineering teams with detailed context.

Product Knowledge & Guidance

• Maintain up-to-date knowledge of platform features, accounting functionality, and integrations.
• Provide guidance to customers on best practices and general system navigation.

Documentation & Collaboration

• Follow established workflows and service level expectations.
• Contribute to knowledge base improvements and internal documentation.
• Gather customer feedback and communicate trends to leadership and product teams.
• Collaborate cross-functionally to ensure a seamless customer experience.

Do you have experience in Ticketing system technical support?, Do you have a Bachelor’s degree?, * 1+ year of experience in customer service, help desk, or technical support.

• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• A customer-first mindset with a passion for delivering solutions., * Bachelor’s degree or equivalent experience in Accounting, Finance, Technical Support, Customer Support, Property Management, or related field.
• Experience supporting SaaS software is a plus.
• Experience with HubSpot, Aircall, or similar CRM/ticketing platforms preferred.
• Desire to grow within a scaling technology startup.

• Regular schedule: Monday-Friday, 9:00 AM - 5:00 PM
• Light weekend coverage: one weekend per month
• One rotating weekday shift adjusted to cover 5:00 PM - 8:00 PM

What Rentvine Offers

• Competitive salary and benefits package.
• Opportunity to work with an innovative, growth-oriented team.
• Professional development and training opportunities.
• A collaborative and inclusive work environment.

Rentvine is the fastest-growing property management software company in the industry, ranked #60 on the 2025 Inc. 5000 list. Our powerful, cloud-based platform helps property managers streamline operations, reduce manual work, and deliver a better experience for tenants and owners. Behind that innovation is a team-first culture that puts people at the center. We care deeply about building a company where smart, driven individuals can grow, feel supported, and do the best work of their careers. Our people aren’t just part of our success-they’re the reason for it.