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Technical Support Specialist

2 months ago

Miami, United States Doorloop Full time

**Technical Support Specialist**

Remote available Technical Support Specialist Remote available Location Miami, FL 33139, USA DoorLoop is the easiest rental property management software used by landlords and property managers in over 100 countries worldwide.

As a SaaS company with $10M in funding, 3 offices worldwide (Miami, London, Israel), and tens of thousands of units being managed, we are one of the fastest growing prop-tech companies with over 400% growth this year

We know what it takes to build a world-class company and it all starts with a world-class team. If you want to work with a team that values openness, transparency, feedback, and growth, DoorLoop is for you.

**The Role** 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.

- Tech support specialists monitor and respond to any new messages in the help center (powered by Intercom), and answer incoming support calls.

- Train and onboarding new customers to our software.

- Use the Console & Chrome DevTools to diagnose and report issues for our dev team to fix.

- Solve basic to advanced technical issues ranging from general software questions to advanced API or 3rd party integrations.

- We help our customers by phone, chat, email, and Zoom.

- Help create new articles & tutorials with screenshots, GIFs, and videos.

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

- 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

- You are a problem solver that loves to find the root cause of the problem and self-diagnose, fix, or recommend a fix.

- Loves helping and training others including co-workers and customers.

- Friendly, patient, and always willing to help and go above and beyond to ensure customer happiness.

- Organized and focused.

- Coachable and trainable, open to learning and listening from your peers and those around you.

- Willing to adapt and change as the company grows and the role changes.

**Qualifications**

- Must be able to legally work in the US and in our office full-time in South Beach (560 Lincoln Road, Miami Beach, FL 33139). You can relocate from another City, State, or Country if needed.

- Fluent in English reading, writing, and speaking

- Types at least 45 words per minute

- Tech-savvy and great with computers

- Any previous experience working in a SaaS company doing tech support, help desk, or IT is a major plus.

- Speaking and writing in multiple languages is a plus, but not necessary.

**Benefits**

* Unlimited time off with unlimited personal, vacation, and sick days.

* No dress code, strict rules, or "policies".

* For those working in our Miami office - Work on Lincoln Road, the most vibrant and energetic street worldwide with tons of great restaurants and activities, walking distance from the beach

* Freedom - We believe responsible people thrive on freedom, and are worthy of freedom.

* Great equipment from ergonomic chairs, stand-up desks, Mac or PC laptops; whatever makes you more comfortable & efficient.

* 401k with 4% matching. No time delays & no vesting schedules. Enroll and keep all money on day 1.

* Health insurance reimbursement of $200 per month, or $400 if you have a dependent (children, etc...) to any plan you want

* Get paid with Gusto payroll - Split paychecks between different bank accounts, save money automatically towards a travel or emergency fund. Get a high-interest savings account, free payroll advances, and more.

* Company expense card and monthly stipend for any business related expenses.

* World class training program that generated millions in revenue across our two previous successful companies that were acquired.

* Monthly classes from our co-founders on how to invest your money in a diversified portfolio of real estate, stocks, IRA, 529 Plans, and more.

Please only apply if you're very serious. As an equal opportunity employer with a non-biased interview process, you will be asked to complete an application, followed by a 25 minute assessment to make sure you're an A Player who also takes this process seriously.

You will work directly with our co-founder and director of customer success and 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 **$30,000 to $50,000 per year**. There are great growth opportunities in this role as you move up to become a higher level technician with time and experience.

We look forward to hearing from you soon