RentHub Technical Implementation and Support Coordinator

Perseus Group, Constellation Software

9d

About The Position

This position sits at the intersection of technical support, project coordination, and field service. Mission Ensure smooth customer onboarding, product installation, and ongoing support by acting as the assistant North American liaison between clients and the remote customer support developers, driving product satisfaction and operational excellence.

Requirements

• Strong Communicator: Can confidently speak with clients, developers, and leadership across cultures and time zones.
• Tech-Savvy & Resourceful: Familiarity with software installation, remote troubleshooting, and Azure DevOps or similar platforms.
• Organized & Detail-Oriented: Can manage a support queue, track meetings, and maintain records with consistency.
• Self-Starter: Capable of working independently, traveling for installs, and managing shifting priorities.
• Customer-Oriented: Has a service mindset and takes pride in client success.
• Rental Experience: Has some sort of dealership experience and/or has worked in a rental environment.

Nice To Haves

• Experience with rental software, dealership systems, or SaaS installations.
• Prior experience in a fast-paced startup or scale-up environment.
• Familiarity with agile workflows and product development cycles.

Responsibilities

• Manage and triage all incoming customer support requests via Azure DevOps.
• Ensure 90%+ of support tickets are acknowledged within 1 hour.
• Maintain clear communication between U.S.-based clients and the offshore dev team, ensuring follow-through and closure on all support issues.
• Successfully coordinate 100% of scheduled on-site installations (expected: 4 per month max) (2 day on site requirement)
• Initiate post install survey 30 days after install.
• Maintain a customer satisfaction rating of 90%+ from post-install feedback surveys.
• Schedule and facilitate weekly sync meetings between customer support developers and Product Manager.
• Attend Weekly RentHub QA with Dealers.
• Occasionally preside over meeting to present release.
• Create and maintain internal documentation and installation checklists.
• Provide bi-weekly update summaries on support patterns or recurring issues to help inform product decisions to internal leadership.
• Log and escalate customer feedback with actionable summaries to the product team.
• Participate in at least 1 quarterly roadmap meeting to represent support and field experience insights.

Benefits

• Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).
• The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees