Virtual Support Specialist (Saas)

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: TYPE OF WORK

Full Time

: SALARY

$7 per hour

: HOURS PER WEEK

40

: DATE UPDATED

Sep 16, 2026

JOB OVERVIEW

Location: Remote
Organization: RecRe, Inc.
Reports to: Director of Success

Working Hours: Up to 40 hours per week within the defined coverage window of Monday–Friday, 9:00am–5:00pm EST.

RecRe’s smart lending boxes are live on 85+ campuses across the United States. When a box goes offline or a student can’t start a rental, someone needs to notice fast, take ownership, and drive it to resolution without a campus partner having to chase us down.

The Virtual Support Specialist is the first line of defense for RecRe’s fleet and, oftentimes, the first person a user interacts with when something goes wrong. This person owns i ---------- from detection through resolution, knows when to escalate and to whom, and leaves a clean trail behind so nobody has to reconstruct what happened.

This role reports to RecRe’s Director of Success, and RecRe’s Director of Hardware is the escalation point for any hardware and connectivity issues. Full escalation lanes are documented in the RecRe Support Flow SOP, which will be provided on day one.

Duties and Responsibilities:
1) App Support
- Answer incoming support tickets from the RecRe support panel.
- Acknowledge every ticket within 15 minutes during your coverage window.
- Classify severity accurately and fast.
- Investigate issues: attempt reproduction, review logs, and determine best next steps.
- Write bug reports to a high standard.
- Monitor tickets routed to on-campus Default Support Contacts and internal stakeholders.
- Track recurring issues and flag patterns.
- Keep ticket records current through resolution.

2) Device Networking & Connectivity
- Serve as the first line of defense for device offline and connectivity i ---------- , owning each one from detection through resolution.
- Monitor an internal Slack channel and device health.
- Acknowledge i ---------- in a timely manner during your coverage window.
- Run the standard diagnostic checklist before escalating.
- Contact on-campus staff to troubleshoot.

3) General Support
- Assist team members with troubleshooting, QA, and replicating issues reported during i ---------- or bug reports.
- Keep the support knowledge base current. When you solve something new, write it down.
- Flag gaps in the SOP. You will see edge cases before we do, and we want to hear about them.
- Other related duties as assigned.

Required Qualifications:
- Demonstrated customer service experience, ideally technical support
- Comfort with basic networking concepts: cellular connectivity, signal strength, antenna placement, power cycling
- Strong written communication. Most of this job is writing clearly to campus staff under various pressure situations.
- High attention to detail and genuine follow-through.
- Sound judgment on severity. Knowing the difference between “this is annoying” and “this is stopping people from renting” is most of this job.
- Reliable remote work setup and the discipline to be responsive within a coverage window
- Proficiency with Slack, Google Workspace, and ticketing or CRM tools

Preferred Qualifications:
- Experience with Asana and HubSpot
- Experience with IoT or connected-device fleets, Particle specifically is a bonus
- Comfort reproducing software issues in a test environment and reading application logs
- Prior remote work experience

Who You Are:
You notice things. When a number looks wrong, you check it instead of assuming. You would rather ask a slightly awkward clarifying question than guess and be wrong in front of a customer. You take ownership of a problem without needing to be told it is yours, and you know the difference between escalating early and escalating everything.

How to Apply
To apply for this position, please complete the application on our website:
Apply for this position → ----------

We review applications submitted through our website rather than through OnlineJobs.ph messages.

SKILL REQUIREMENT

Customer Support Technical Support Manual Testing

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Virtual Support Specialist (Saas)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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