Account Support Specialist

Job Description Summary
 
As an Account Support Specialist, you will play a critical role in the long-term success of our customers by providing thoughtful, timely, and accurate support for the Streamline Vacation Rental Software platform. You’ll serve as a go-to partner for clients who have completed onboarding, helping them resolve issues, understand system functionality, and maximize value from our product. 

This role requires someone who can work efficiently within a ticketing queue while balancing the needs of assigned clients. You’ll need to triage, troubleshoot, and follow up on a wide range of questions and challenges, from day-to-day functionality to deeper configuration and adoption concerns. You’ll work closely with team leads, peers, and cross-functional teams to ensure issues are resolved quickly, documented thoroughly, and escalated appropriately when necessary. 

Success in this role means more than solving tickets – it means building trust, maintaining professionalism under pressure, and continuously improving the customer experience. If you're a strong communicator who enjoys problem-solving, learning software deeply, and helping customers succeed, this is an excellent opportunity to be part of a high-impact support team in a growing software company. 

What You’ll Do (Functions & Responsibilities) 

• Own and respond to support tickets and inbound phone calls, ensuring timely, accurate, and friendly resolution in line with SLA expectations. 
• Troubleshoot, investigate, and resolve software issues using documentation, internal tools, and collaboration with cross-functional teams. 
• Provide ongoing training and product education to customers, helping them maximize adoption and reduce support dependency. 
• Escalate potential bugs, outages, or urgent issues using standardized escalation procedures. 
• Deliver proactive follow-ups and manage support cases from intake to resolution, maintaining accountability and client confidence throughout. 
• You may be assigned to support a defined group of assigned customers while contributing to shared queue coverage as needed. 
• Document solutions and contribute to internal knowledge bases and SOPs. 
• Partner with development, product, and other internal teams to stay informed about product changes and client impacts 

What We’re Looking For (Minimum qualifications) 

• At least 2 years of experience in a customer-facing role in software (SaaS) support or software training.  
• Experience in the vacation rental or property management industry is a big plus 
• Comfortable working in a support queue for SaaS products—able to manage your time, stay organized, and keep things moving 
• Strong communication skills—you can explain things clearly, professionally, and with patience 
• Willing to pick up the phone when it makes sense, even if the issue came in through a ticket; you're proactive about connecting with the customer and making sure they feel supported 
• Good at juggling tasks in a fast-paced environment without losing attention to detail 
• A quick learner who takes ownership and wants to get it right  
• Works well with others—open to feedback, happy to collaborate, and ready to jump in where needed 
• Friendly, approachable, and focused on helping customers have a great experience 

Education Requirements 

• Bachelor’s degree or comparable experience 

Type 

• Full Time 

Location 

• Hermosillo, Sonora, Mexico