Customer Support Representative I _ Community

FRONTSTEPS delivers a resident engagement platform that simplifies how management companies, homeowner associations, builders, and security experts build, connect, operate, and secure modern communities. With a focus on mobile-first technology and best-in-class integrations, our products make it easy for community leaders and homeowners to communicate, collaborate, and drive a more prosperous community. In short, people need to connect in various ways, and our platform makes it easier.

At FRONTSTEPS, we know that we cannot build a community-focused product without actively investing in our FRONTSTEPS people. That’s why you’re here. Our internal FRONTSTEPS community is built upon the talented people that get their hands dirty, engage in problem solving, and ultimately make our product what it is today.

REMOTE OPPORTUNITY

This role is eligible for remote work. FRONTSTEPS is authorized to do business in AZ, CO, CT, FL, GA, NC, OR, TX, SC, and WA. If you are not located in or able to work from a state where FRONTSTEPS is registered, we will not be able to consider you for this position.

Position Overview

As a Customer Support Representative I, you will be responsible for the ongoing technical support of existing customers. Additionally, you will help recently onboarded customers get the most out of our industry-leading FRONTSTEPS Community platform. We are seeking a candidate with strong business acumen, experience in supporting Software-as-a-Service (SaaS) technology products and computer hardware, and excellent communication skills and a track record of exceeding customer expectations. You will be the "go-to" person responsible for resolving our customer’s technical issues as you promptly respond via phone, email and / or chat platforms.

Essential Functions

• Support client questions and issues by gathering data about the problem they are experiencing, analyzing their needs, then evaluating possible resolutions and implementing the best solution to meet the customer’s specific situation
• Identify and escalate priority issues to appropriate resources (e.g., Level 2, Level 3, etc.)
• Stay current with product updates, industry trends, system changes and customer support best practices
• Follow up with clients and ensure scheduled call backs are made to clients when necessary
• Other duties as assigned
• Remotely access the client's computers for additional troubleshooting
• Front-line customer and technical support specific to our Community Operation products including DNS management, email management, accounting integrations, and user databases
• Document and track all customer issues within the appropriate tracking system
• Provide a high level of customer support to all clientele at all times

SKILLS & QUALIFICATIONS

• Passionate about continual learning and sharing knowledge
• Support customers via chat, email and phone with strong writing skills and excellent phone etiquette
• Communicate technical information to non-technical customers
• Excellent troubleshooting skills
• Demonstrated use of CRM applications
• Ability to work cross functionally with many people without being constrained by your job function
• Handle escalated cases and customers from the Support team with a high sense of urgency and follow through
• Excellent written and verbal communication skills
• 1-2 years in SaaS technical customer service / support setting
• Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames
• Collaborative, upbeat work ethic where you can take ownership and have fun
• Escalated technical troubleshooting support for customers
• Strong team player who understands that proactive customer service comes first before anything else
• Comfortable supporting software both remotely and directly
• Thoroughly understand, reproduce, and solve technical issues

Benefits include the following:

• Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance
• FSA/HSA
• Sick Time
• Company sponsored Life Insurance
• Internet Reimbursement
• Paid Time Off
• Medical, Dental, and Vision
• 401k match

FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

This position is based remotely and pays $19.23 - $20.19 per hour.