Account Support Specialist

hace 1 semana

Guadalajara, México Streamline Vrs Llc A tiempo completo

**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**- Guadalajara, Mexico

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