Helpdesk Specialist (Remote)
Are you the kind of person who can empathize with someone who’s stressed, solve the problem in front of you, and explain the fix in a way that actually makes sense?
If you love helping people, write clearly, and enjoy being the calm voice in the middle of someone else’s chaos, you might be a great fit for our Helpdesk team.
This is a fully remote position with great benefits, and you can work from anywhere.
About OwnerRez
OwnerRez is a fast-growing software company that helps vacation rental owners and property managers run their businesses. We’re known for powerful tools, deep integrations, and a support team that truly cares.
Support isn’t an afterthought here. It’s one of the reasons customers stay with us.
What You’ll Do
As a Helpdesk Specialist, you’ll spend most of your time working directly with customers through support tickets. You’ll help them understand how the software works, troubleshoot issues, and guide them to solutions with confidence and clarity.
You’ll also work closely with teammates across the company when something needs deeper investigation or escalation.
Your responsibilities will include:
- Responding to customer support tickets with friendly, clear, and accurate guidance
- Troubleshooting software questions, workflow issues, and integration behavior
- Helping customers understand best practices, not just quick fixes
- Documenting findings and keeping ticket history clean and helpful
- Collaborating with teammates to share knowledge and solve tricky problems
- Escalating bugs and complex cases when needed, with solid notes and steps to reproduce
- Occasionally joining internal meetings, trainings, or customer calls as needed
- Supporting team improvements over time, including processes and internal documentation
- Occasional travel opportunities may be available including industry conferences and company outings.
What Success Looks Like
You don’t need to know everything on day one. We’ll train you. But over time, success in this role looks like:
- Customers feel heard, supported, and confident after interacting with you
- Your answers are accurate, easy to follow, and written in a friendly tone
- You can manage a queue and stay organized without getting overwhelmed
- You know when to dig deeper, and when to escalate with good context
- You’re constantly learning and improving how you support customers
What We’re Looking For
Excellent communication skills, both written and verbal, are required.
Previous experience in customer-facing Helpdesk or Support roles is not required but is preferred. We utilize Zoho as our support ticketing system. Applicants should be experienced and comfortable spending their workday replying to a continual queue of support requests.
Experience with OwnerRez is strongly preferred. Applicants will receive training as necessary. Experience as a user of OwnerRez or another Property Management Software for at least two years is required.
A calm, professional tone, especially when someone is frustrated or stressed
Applicants must be detail-oriented without being obsessive.
Applicants must be able handle dynamic situations without undue stress.
Applicants must be able to apply their intelligence tempered by experience to new situations not previously encountered.
A high-speed Internet connection and quiet, private place to work is required.
The Kind of Person Who Thrives Here
This role is a great fit if you:
- Enjoy teaching people, not just answering questions
- Can be empathetic without getting emotionally pulled into the stress
- Are naturally organized and good at keeping track of details
- Can shift between simple questions and complex troubleshooting smoothly
- Take ownership and follow through without needing constant oversight
- Like being part of a team that helps each other and shares knowledge
Location and Schedule
This is a fully remote role. You can live anywhere.
We do ask that you have a schedule that overlaps well with U.S. business hours, since that’s when most customer communication happens.
Compensation and Benefits
OwnerRez offers competitive pay, full benefits, and a remote-first environment built around trust and autonomy.
Benefits include:
- Health insurance
- Paid time off
- Retirement options
- A fully remote work environment
- A supportive team that values learning and growth
- Compensation: Starting at $50,000/year, with growth opportunities based on performance and expanded responsibilities.
How To Apply
Thank you for your interest in joining OwnerRez as a Helpdesk Specialist.
Use the link below to take the Test Gorilla assessment, and we will get back to you.
Application: https://app.testgorilla.com/s/6ri2o4rk