About Inhabit
Inhabit is a software company serving the residential and vacation property management industries. It delivers best-in-class software solutions while fostering industry-leading innovation and collaboration. Powered by its diverse team of business leaders and industry experts, the company focuses on providing property management professionals more choice through its software ecosystems. Inhabit believes that property managers are central to the success of the residential and vacation housing markets and delivers products built to empower them, their investors, and communities. Inhabit’s private equity partners include Goldman Sachs Asset Management, Insight Partners, Greater Sum Ventures and PSG. These are committed to helping support the company’s commitment to property management software solutions. To learn more, visit Inhabit.com.
Job Description Summary
The Software Support Specialist is the primary contact for existing clients with responsibility over resolving issues, answering questions, providing training and/or coordinating additional assistance required.
What You’ll Do (Functions & Responsibilities)
- Develop a deep understanding of the Aptexx application both customer facing and administrative side.
- Documents application functionality as it relates to developing knowledge base articles to provide improved “self-help” for customers.
- Demonstrates exemplary customer service by ensuring tickets are responded to efficiently based on priority/type of ticket and utilizing good communication skills…both written and verbal.
- Demonstrates ability to determine when a phone call with a client is required versus responding via email. Takes initiative regarding when to escalate situations.
- First point of contact for existing clients, handles interactions on a day-to-day basis and provides exemplary service to contribute to overall customer experience.
- Organizes meetings with clients as needed to review and discuss their account and any product or process changes that may occur.
- Identifies reoccurring issues that need to be assigned to the development team to determine root cause. Works closely with the development team to provide information as needed.
- Have an eye for detail and be open to process improvements and opportunities to streamline processes.
- Utilizes Zendesk and Salesforce based on proposed support processes.
- Assigns, tracks and resolves tickets; demonstrates the ability to prioritize tickets based on impact to the client and the ability to respond based on impact to the business. Updates ticket categories accurately.
- Participates in daily stand-up discussions to share knowledge, initiate help with issues that are presenting a challenge, etc.
