Product Support Specialist (Tech Support)

Full-time, remote

Company Introduction

Vintory is the only sales and marketing platform in the vacation rental industry dedicated entirely to helping professional property managers grow their inventory. We pride ourselves in providing a completely customized experience for property managers, and do the same for our team members! We are an inclusive, fun, 100% transparent and values-driven company with an incredible culture to match. We’re looking for another rock star to join the team that is eager to grow with us!

Our Values

  • We are Hyper-Partner Focused 
  • We Work with Integrity 
  • We are Incredibly Transparent 
  • We Favor being Humble: The star of the team is the TEAM!
  • We are Inclusive
  • We are an Autonomous Team 
  • We are Continuously Innovating 

WHAT OUR TEAM SAYS

Building a great team and culture is our #1 priority! See why we have 4.9 Stars on Glassdoor and 100% of our team would recommend us to a friend! Here are just a few comments from Glassdoor of what our team members have to say about working with us:

“Working with an All-Star team that's willing to go above and beyond for our partners is a blast. We're innovating one of the up-and-coming industries (Vacation Rentals) worldwide, and it's an amazing experience to be a part of. Knowing that we're all on board and driving toward the same rocks and goals is a refreshing experience, and being in start-up mode, we're developing a lot of the processes and foundations that are going to let us flourish into the future.”

“Vintory is unlike any other company I have worked for. The culture is amazing - and is intended to be so by upper management. They only hire the top 10% and it shows in the team they have built here. People are willing to go the extra mile and do things that don't necessarily fall into their job description to get the job done. It's an "all-hands-on-deck" mentality from top to bottom.”

"Remote work has made it possible for me to move to a mountain town where I have endless opportunities to recreate and recharge my batteries. Vintory is uniquely positioned in the vacation rental industry and is truly helping business owners. Everyone at the company truly seems passionate about our mission. There is a great opportunity to advance and grow with this company since it is fairly young still. Perks are great, benefits are great. Most importantly, senior management is supportive and easy to reach."

“A fully remote staff with flexible hours. You work when you work best! Most supportive staff that genuinely cares about the success of their coworkers and the company as a whole.”

“The management is super helpful and very welcoming! Love the super-organization within. The biggest pro is the flexibility. Being a mom requires me to adjust my schedule constantly and Vintory gives me the flexibility to do my best both at home and at work 🙂 “

“It is so rare to come into a new role and immediately get sucked into a company's vision. The passion that everyone has for their roles is contagious and so motivating! A welcoming team and a company culture that revolves around collaboration, innovation, and core values make you feel so valued and makes you want to work that much harder to contribute.”

See more at Glassdoor!

 

JOB DESCRIPTION

The Technical Support and Education Specialist will be supporting Vintory’s customers/partners and internal team with questions on how to use the Vintory platform and mobile app providing educational webinars, email, phone or online video conference support. Common problems the Support Specialist will troubleshoot/triage include user and account settings, phone or email functionality questions, website editor assistance and more.

 

RESPONSIBILITIES: 

  • Manage the full lifecycle of each support case
  • Assess technical situations and establish priorities/severities
  • Recommends solutions to general problems, questions and inquiries encountered by users in according with established best practices
  • Help troubleshoot problems and provide actionable tips to resolve the issue
  • Communicate with all stakeholders: customer, 3rd party platform(s) and internally
  • Refer difficult cases to appropriate parties
  • Schedule and designate project tasks to team members
  • Deliver timely solutions to the customer while maintaining a high level of customer satisfaction
  • Documents activities, events support logs or on service report

 

QUALIFICATIONS

  • 2+ year of customer service and support experience
  • High School Diploma or equivalent
  • 1+ year of relevant experience in a customer focused position involving technical knowledge of a companies’ products and services
  • Proficiency with CRM and Support Softwares like HubSpot and Zendesk a strong plus
  • Experience with basic web technologies and apps like loom, google hangouts and zoom
  • Strong time management and ability to establish reasonable and attainable deadlines for resolution
  • Excellent customer service skills to solve problems quickly, efficiently and in a manner that leaves the customer happy with the end result
  • Strong verbal communication and ability to describe a solution in a way that a non-technical person can understand.
  • Excellent writing skills are also important in this role, which may require the preparation of instructions via writing for customers and employees
  • Ability to work in a fast paced, collaborative team environment
  • Self-motivated, driven and results oriented
  • Must have patience and the ability to deal with difficult, complex and escalated customer situations
  • Empathy, positivity, self-control and patience
  • Customer first mentality
  • Able to actively listen to end users to understand the problem they are describing and know what questions to ask to identify the problem

 

VINTORY OFFERS

  • Flexibility – People want flexibility in where/how they work. We don’t believe in “punching the clock”. We trust our team members and empower them to shape their work themselves so they can achieve the best possible results. We favor outcomes over hours worked. 
  • Autonomy – People want the ability to make decisions – even the wrong ones sometimes and that’s the best way to learn.
  • Awesome Teammates – People want colleagues that they respect, admire and enjoy. We spend a ton of time, money and effort on hiring the right people that are a culture fit. We have a no jerk policy. We do a great job of keeping them out but every once in a while, one slips through and we correct it.
  • Transparency – People want transparency in a company’s culture, insights into the decisions being made and what’s going on inside of their leader’s heads. Our culture is incredibly transparent. From weekly “All Hands” meetings to public sharing of everyone’s rocks (90 day goals) and all meeting notes, all team members have line of sight into what’s going on in all areas of our business.
  • Excellent compensation
  • Impact – Your work makes a difference here, and we make a huge impact to our clients
  • Best in Class Benefits – Matching 401k, Health Insurance, Dental, Vision, Long Term/Short Term Disability
  • Profit Sharing – Everyone is aligned, and we share the profits with the team
  • Phantom Stock Program
  • Unlimited Vacation and PTOYes you read that right!
  • Travel Perks – 2 free weeks lodging per year anywhere in the world with our luxury accommodations partner – do we have your attention yet?
  • Daylighting/Pet projects – take 10% of your time to work on any pet projects, philanthropy, or continuing education
  • 100% Remote Workforce – work anywhere you want… a yurt in Yosemite, a tiny house in Nashville… as long as you have a stable internet connection you’re set! (*US based only)
  • Gym Membership Reimbursement Program – Spinning classes, Pilates, yoga, rock climbing or just a plain-old normal gym

 

POSITION LOCATION:

This position is remote and can be conducted out of the team member’s home as long as they have a quiet, dedicated place to conduct business and a fast and stable internet connection.

 

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