Virtual Support Specialist

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 incidents 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

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.

Device Networking & Connectivity

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

General Support

Assist team members with troubleshooting, QA, and replicating issues reported during incidents 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:

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Tell us about your customer support experience. What kinds of problems were you solving, and who were your customers?(Required)

4–6 sentences.

On a scale of 1 to 5, how would you rate your technical troubleshooting ability? Explain your rating with a specific example.(Required)

1 = I follow documented steps. 3 = I diagnose most common problems on my own. 5 = I’ve diagnosed problems nobody had documented yet. 3–5 sentences.

Describe a technical problem you diagnosed and solved. What was broken, how did you figure it out, and how did it end?(Required)

5–6 sentences.

On a scale of 1 to 5, how comfortable are you with basic networking concepts? Briefly describe where that comfort comes from.(Required)

1 = New to this. 3 = I understand connectivity, signal strength, and basic diagnostics. 5 = I’ve worked with cellular or IoT connectivity directly. 2–3 sentences.

Walk me through the last time you escalated something to a colleague. What did you send them, and what had you already done before you sent it?(Required)

4–6 sentences.

A customer says "it's not working." That's all you have. Walk me through how you get from there to a diagnosis, then write the first reply you would send the customer.(Required)

A short paragraph plus your reply.

How do you decide what to work on first when several things need attention at once? And how do you keep track of open items so nothing gets dropped?(Required)

4–6 sentences.

Can you reliably work Monday–Friday, 9:00am–5:00pm Eastern Time (up to 40 hours per week)?(Required)

Yes

Describe your remote work setup: your internet connection and backup, power backup, and workspace.(Required)

2–3 sentences.

After researching RecRe, describe what we do and who we serve, in your own words.(Required)

5–6 sentences.

Please provide three professional references (name, relationship, and contact information).(Required)

RecRe is committed to providing a workplace free from discrimination or harassment. We expect every member of the company to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included, and is afforded the respect and dignity they deserve.

Decisions related to hiring, compensating, training, evaluating performance, or terminating are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. We examine our unconscious biases and take responsibility for always striving to create an inclusive environment that makes every employee and candidate feel welcome.