Customer Support Specialist

At Point of Rental, we value thinkers and tinkerers, helpers and sellers, and people who just plain make it fun to come in to work each day. We're an international company, with offices in the United States, the United Kingdom, and Australia, but we're run like a family business - the meetings are few, and the bonding opportunities are genuine. And though we're in an industry based on the concept of taking items only as long as you need them before returning them, we're fiercely committed to our people. We work with every member of our staff to help them become the developer/salesperson/trainer/wizard they always wanted to be. Bring us your best. We'll make your best better.

About the Role

As a Customer Support Specialist, you'll be the first voice rental businesses hear when they need help with Point of Rental software, the platform they use to run reservations, inventory, invoicing, and payments. You'll resolve issues by phone, email, and live chat, giving busy rental pros fast, friendly answers so they can get back to their customers.

What You'll Do

• Resolve customer questions and software issues across phone, email, and live chat
• Troubleshoot common problems and walk customers through fixes in plain language
• Triage and route complex issues to the right team, and advocate for the customer until the issue is closed
• Follow up promptly and keep customers informed at every step
• Document every case clearly and completely in [ticketing system]

What You Bring

• Rental industry background: hands-on experience in equipment rental, party/event rental, counter sales, or rental yard operations
• Software / tech aptitude: experience with SaaS products, POS platforms, ticketing systems, or technical customer support
• Clear, friendly verbal and written communication
• Stays calm and patient with frustrated customers, and listens for the real problem
• Strong attention to detail and organized case notes
• Able to juggle multiple channels and priorities without dropping the ball

Nice to Have

• Experience using rental management software day to day
• Project management or analytical skills

Job Type: Full-Time, Exempt. Base Salary + Benefits (Medical/Dental/Vision), 120 Hours PTO, 100% 401(k) Matching (Up to 4%). M-F, Day-Time work schedule. Open to On-Site, Hybrid, and Remote Work Environments.

The base pay range for this position is $50,000 to $55,000 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, experience and training, skills, licenses and certifications, and education among other factors.

POR is an Equal Employment Opportunity employer and does not discriminate in hiring or employment practices. All qualified applicants will receive consideration without regard to race, color, sex, religion, national origin, citizenship, military service, veteran status, disability, genetic information, age, and any other characteristic protected by federal, state, or local laws. POR is committed to providing equal opportunity for all and reasonable arrangements for individuals with disabilities in employment. To request any special arrangements, please contact Human Resources.