Customer Success Technical Support Specialist

  • 1515 Plumas St, Reno, NV, us
  • Full-time

Company Description

MyVR is a cloud-based software solution for owners and property managers in the short term rental (aka vacation rental) industry. From a centralized dashboard, MyVR customers can manage 30+ premium listing sites (including AirBnB, HomeAway, and VRBO), launch their own direct sales channels, and automate renter communications and day-to-day workflow. MyVR's open and extensible platform allows customers to integrate their in-house tools and connect to best-of-breed third-party apps while retaining control of their data in a centralized workspace. MyVR is a backed by True Ventures, Y Combinator, SV Angel, and numerous angel investors.

Job Description

Are you driven by helping customers succeed using your troubleshooting skills to tackle complex technical issues? MyVR, a venture-funded Y Combinator (W12) startup is looking for a Customer Success Technical Support Specialist to provide world-class ethical support to our growing customer base.


The Role

MyVR is on a mission to deliver the most powerful and user-friendly management and distribution software for operators of short-term rentals. Customer Success Technical Support Specialists play a key role in empowering customers and relaying key learnings back into the product so MyVR becomes even more powerful and user-friendly. Each day you get to interact with our incredible customers and awesome partners all over the world via email, chat and phone. There are times when you won’t know the answer so we’re looking for folks who are always up for a challenge and won’t stop until a solution is found.


RESPONSIBILITIES

  • Reduce ticket resolution time and first response time for customer support tickets to 99% under 24 hours and 1 hour, respectively, by developing and implementing appropriate and effective ZenDesk automation, and contributing to community and knowledge base content within the first 3 months.

  • Reduce the number of support tickets reaching development team by 95% over the next 3 months, by building a world-class technical support team, and creating online documentation (tutorials, FAQ’s, videos, etc).

  • Expand product tutorials and FAQ's to proactively address 50% of inbound 'how to' questions within first 3 months, and 75% within first 6 months.

  • Develop and deliver weekly reporting/feedback to product and engineering teams on high priority tickets to improve customer feedback and visibility in CM support queue within the first 60 days.

  • Become an expert in all areas of the MyVR product, especially our system that synchronizes data with partners like Airbnb, Booking.com, and VRBO..

  • Answer technical and application configuration questions by looking at dashboards, combing through log files and reviewing API documentation.

  • Advocate for our customers, clearly communicating feedback into the organization (voice of the customer).

Qualifications

Experience and Skills
  • You are friendly, patient, and able to empathize with customers in a genuine way that lets them know you care about their needs

  • Technical support of an application

  • You are able to able to evaluate, troubleshoot, and follow-up on customer needs

  • Incredible conflict resolution, and communication skills

  • Superb problem solving skills

Bonus points if you have
  • Short term rental industry experience

  • Computer Science or Information Systems background

  • Supported API integrations

  • Used Zendesk to facilitate support



Additional Information

All your information will be kept confidential according to EEO guidelines.