For our team in Toronto, we are looking for an IT Customer Experience Specialist who will serve as the primary point of contact for our North American customers and help them achieve their goals using our software. You will represent Rentman towards our customers and help them with support requests and problems. Next to this you make sure the voice of our customers is heard by the rest of the company and leads to improvements.
We are growing our presence in North America. Together with a Business Developer, a Sales Representative, a Customer Success Manager and another Support Specialist, you will form a new team based in Toronto that focusses on our customers in North America. Next to this, you are part of an international CX team of 10 people that is working from our HQ in Utrecht, The Netherlands.
A successful Support Specialist learns fast, is a teamplayer and loves to help customers with swift and friendly replies and solutions that work. We aim to work smart, creative, and with great collaboration to build a platform that our customers love. If you see a good fit in this environment, read below what the job is all about and what we are looking for.
What you will do
You provide 1st line support to our customers to help them navigate our extensive tool via chat, phone and email. By investigating, troubleshooting and resolving technical issues with our customers you directly have an impact on our customers satisfaction.
Support new customers with their onboarding process.
You are an internal product expert and the voice of our customers. Our customers have a huge impact on our product roadmap - you will forward feature requests and observe trands in customer needs.
Work on projects, like our Support Center, improve internal knowledge. This way you develop yourself, the team and the company.
First 3 months: you will spend focusing on learning everything there is to know about Rentman: understand our software, processes, the teams and of course get to know our customers. You will complete an intensive onboarding program, including various trainings. With this, you will be able to start handling easy tickets. First together with a colleague from the support team and after some time and proven skills: on your own. You will have a clear understanding of the processes relevant to your position but you will still be learning about our extensive products.
After 6 months: you know enough to also handle more technical and complex tickets on your own. You have worked on a project to increase the use of the Support Center and you are collaborating with the North American team and other teams to make customers even more satisfied with our support and product.
After 12 months: you are helping with onboarding new colleagues, give internal trainings and you work on your personal development plan. There are quite a few examples of Support Specialist that are using their customer and product knowledge in an additional rol or different team within Rentman.
Rentman develops smart and powerful resource management and planning SaaS software. Particularly used in the event and production industry. Our headquarter is in Utrecht, The Netherlands, and other offices are in Toronto and Colombo. Over the last years, we have successfully grown into a business that employs 65 professionals from over 15 countries. And we are ready to grow more!
We are proud of our extensive tool that makes the lives of our customers easier. From small companies to high-end event service providers, businesses in over 70 countries use our software to realize festivals, concerts, corporate events, and more. For event service providers that encounter daily challenges with scheduling staff, keeping track of inventory or creating professional estimates in a highly dynamic industry, Rentman is a valuable solution. We help our customers increase profits and deliver better events.
What you get at Rentman
Paid vacation of 22 to 25 days on top op of public holidays
A personal budget for training purposes
The possibility to work from home half of your time and working remote for four consecutive weeks per year
A great and flexible work environment
Open and light office in Toronto
After 5 years employment you get a paid sabbatical of 4 weeks
What we are looking for
1 year experience working with customers
Strong problem solving and communication skills
Adaptable and willing to grow
Passion for helping customers and your team
Experience in the AV rental or event industry is a plus
Don't worry if you don't tick all boxes (unless it is the first) - let us know why you are the best fit for this role anyway!
Process and how to apply
Want to join our team? Apply or get in touch to hear more about the position. You can email to [email protected] if you want to get in touch. A tip: the more we get to know you and why you applied for this job, the better!
The first interview is to see if there is a culture match and to understand if Rentman and the job is something for you. If we both agree this is the case, you can show us your skills in a assessment. After the assessment, a second interview will follow with your potential Manager and a colleague. After that we aim to let you know within 2 days if we do you a job offer.
To all recruitment agencies: Rentman does not accept agency resumes. Please do not forward resumes to our jobs alias, Rentman employees or any other organization address. Rentman is not responsible for any fees related to unsolicited resumes.