Partner Network Support Specialist

Summary

Join Flex, a NYC-based FinTech company revolutionizing rent payments, as a Partner Network Support Specialist. You will provide comprehensive support across all operational aspects of our Partner Network, ensuring operational excellence for our Property Management partners. Key responsibilities include technical support and troubleshooting, financial reconciliation, and property change management. You will work directly with partners to resolve issues, collaborate with internal teams, and maintain detailed documentation. This role demands strong communication, technical expertise, and a commitment to exceptional support. We are seeking a detail-oriented and solution-focused individual to join our growing team.

Requirements

• 3+ years of experience in a network support or technical support role, preferably in the property management or hospitality industry
• Proficiency with ticketing systems (Zendesk, ServiceNow, or similar) and remote troubleshooting tools
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users
• Strong analytical and problem-solving skills with a proactive approach to issue resolution

Responsibilities

• Respond to and resolve partner-submitted support tickets related to network connectivity, system access, and performance issues
• Work closely with property management employees to troubleshoot and resolve issues affecting their operations, ensuring minimal downtime
• Diagnose problems related to network configurations, PMS integrations, and partner connections
• Escalate complex issues to higher-level support teams or vendors as needed, ensuring timely resolution
• Serve as a key point of contact for property management staff and external partners, providing clear and timely updates on ticket progress
• Partner with our Success and Operations teams to ensure quality of content and communication style conducive to our partner’s expectations and Flex standard of care
• Collaborate with IT teams, vendors, and third-party partners to identify and resolve recurring network issues
• Document support interactions, solutions, and best practices to improve service quality and response times
• Monitor network performance and system health using monitoring tools, proactively addressing potential issues
• Follow incident management procedures, ensuring that issues are logged, tracked, and resolved according to service level agreements (SLAs)
• Assist in implementing preventive measures to reduce the occurrence of common network issues
• Provide training and guidance to property staff on basic network troubleshooting and best practices
• Maintain detailed documentation of network setups, troubleshooting procedures, and common support scenarios
• Contribute to the creation of FAQs and knowledge base articles to enhance self-service capabilities

Preferred Qualifications

• Associate or Bachelor's degree or equivalent experience
• Experience in supporting API integrations between PMS and third-party partners

Benefits

• Competitive pay
• 100% company-paid medical, dental, and vision
• 401(k) + company equity
• Unlimited paid time off with a PTO minimum + 13 company paid holidays
• Parental leave
• Flex Cares Program: Non-profit company match + pet adoption coverage
• Free Flex subscription
• Competitive Pay
• Company Equity
• Unlimited PTO