Tech Support

Remote available
Department
Customer Support
Location
Miami, FL, USA
type
Full Time
About DoorLoop

DoorLoop is a property management software that helps landlords and property managers manage and grow their rental portfolios.

As a diverse and inclusive company, we love working with incredibly talented people from different backgrounds and cultures worldwide. As an equal opportunity employer, all candidates go through the same bias-free experience by completing a 25-minute assessment, enabling us to screen candidates only on the company requirements.

We are a team that values openness, transparency, feedback, and constant improvement. And remember - teamwork makes the dream work.

Why Join Us?

We're growing extremely fast, and we're looking for talented and motivated individuals that want to grow with us and learn as much as they can in the process.

As founders of multiple successful ventures, we know what it takes to succeed, and it all starts with a world-class team. You will get a behind-the-scenes look at our proven business model responsible for generating millions in revenue from thousands of customers in over 170 countries worldwide.

We are looking for all-stars that have what it takes to work hard, move fast, and stay focused on the goal - becoming the number one property management software worldwide. If you're looking for a fun culture, a great work environment, and a fast-growing tech startup, DoorLoop is for you.

The Role

This is a more advanced technical role than our standard "Customer Support Specialist" position also available. If "Customer Support" is Tier 1, then "Tech Support" is Tier 2 or 3.

Our tech support technicians are vital to the happiness and longevity of our members. We strive for a high satisfaction (NPS) score, and do everything we can to resolve our members questions and issues.

  1. Tech support specialists monitor and respond to any new messages in the help center (powered by Intercom), and answer incoming support calls.
  2. We use the Console & Chrome DevTools to diagnose and report issues for our dev team to fix.
  3. We solve basic to advanced technical issues ranging from general software questions to advanced API or 3rd party integrations.
  4. We do our best to resolve the message in a professional, patient, and courteous manner.
  5. We help our customers by phone, chat, email, and Zoom.
  6. Help create new articles & tutorials with screenshots, GIFs, and videos.
About You

People that do best in this role have these personality traits and work habits:

  1. Very technical and computer savvy with strong troubleshooting abilities. If you know what RAM and SSD are, and everyone in your family always calls you to fix their computer issues, we're looking for you!
  2. You are a problem solver that loves to find the root cause of the problem and self-diagnose, fix, or recommend a fix.
  3. Friendly, patient, and always willing to help and go above and beyond to ensure customer happiness.
  4. Organized and focused.
  5. Coachable and trainable, open to learning and listening from your peers and those around you.
  6. Willing to adapt and change as the company grows and the role changes.
Qualifications
  1. Fluent in English reading, writing, and speaking
  2. Types at least 45 word per minute (test your speed)
  3. Tech-savvy and great with computers
Bonus Points
  1. Any previous experience working in a SaaS company doing tech support, help desk, or IT is a major plus.
  2. Speaking and writing in multiple languages is a plus, but not necessary.
Additional Information

You will work directly with our co-founder and director of customer success. You will receive training on the software (usually takes less than a week to get going). You will have tutorials to use as a reference, or send to our members to help them.

Salary is based on experience and ranges from $12-$25/hour. There are great growth opportunities in this role as you move up to become a higher level technician with time and experience.

Learn more about us from our careers page. We look forward to hearing from you soon!

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Tech Support

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Apply for

Tech Support

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