Job Description

Rendever is overcoming social isolation through the power of virtual reality and shared experiences. Our resident engagement platform has been installed in more than 300 senior living communities and has provided over 1,000,000 moments to thousands of residents across the world. With Rendever, residents can travel to all corners of the world, check off bucket list items and revisit meaningful places like their childhood home. If this sounds good to you, keep reading!

We are looking for a motivated VR Support Specialist to join our community engagement team and act as a friendly forward face for our incredible partners as they learn and engage with the Rendever VR platform. Our platform offering is on point for the market and is supported by an incredible team, and we’re excited to add this role to help our partners directly navigate any potential challenges that arise as our platform is used in more diverse settings.

The VR Support Representative is primarily responsible for helping customers troubleshoot issues with their Rendever system. Secondary responsibilities include setting up systems for deployment, maintaining records of customer interactions, and collaborating with others to improve the company's overall technical support capabilities.

If you’re unafraid to lean into the unknown and find solutions to technical user challenges, and you find excitement in learning about cutting-edge technology, you’ve come to the right place! Of course, we’re certain you’ll be a part of collecting some pretty incredible moments of impact each day, and can’t wait to see the stories come in.

Roles & responsibilities

• Act as the first point of contact for all inbound technical support requests from clients/partners.
• Navigate troubleshooting requests to resolution, and communicate solutions to both internal and external audiences.
• Write and deliver Bug Logs that clearly details steps to reproduce the bug, the overall impact on system usage, and assign severity level for the issue
• Work collaboratively with the Community Engagement and Product team to ensure that any all bugs are resolved in a timely manner, and other feedback is integrated into the product roadmap
• Manage communications with communities and families, ensuring we maintain the proactive and responsive delivery time that our brand is known for

Skills Required

1. Customer service: As Rendever’s first point of contact for technical support, your customer service skills will be used to put customers at ease and help them solve their technical problems
2. Communication skills: Excellent listening and verbal communication skills are required to understand customer complaints and clearly relay solutions to technical problems
3. Computer skills: Strong computer skills are needed for this role, as you are responsible for helping others fix technical and technology issues
4. Data entry: Some data entry skills are a must-have for this role as you must input information into support logs for each and every call you take
5. Time management: You’ll use time management skills to prioritize customer calls and quickly address all customer tech problems
6. Problem-solving skills: Leveraging problem-solving skills to diagnose computer problems and fix them accordingly is a definite advantage for anybody taking on this role

You’re a good fit if you have...

• A passion for helping the aging community and caregivers
• A love for learning new technologies inside and out
• A high level of attention to detail
• A passion for working with autonomy and being thoroughly organized
• Comfort working with remote teams and a fast-paced startup culture
• Knowledge about the VR industry
• Fluency in English, it is the universal company language
• A positive & energetic personality

Why join the Rendever family?

Rendever’s award-winning virtual reality platform is being used in hospitals, senior living communities, and with individual seniors across America. By joining our family, you will have an opportunity to work with exciting technologies that make a real difference in people’s lives. We’re a small, tight-knit team, but we’re in a unique and exciting position where we’re starting to scale. In order to accelerate this progress, we’re working with health foundations and corporate sponsors to bring the impact of our technology to senior living communities and other in-need populations all over North America.

Extras:

• Competitive commission structure
• Health insurance
• Dental insurance
• Vision insurance
• 401k Matching
• Exciting technology suite
• VR fitness subscription
• Unlimited vacation time
• Paid volunteer time
• Weekly social hours