Technical Support Representative Ii _ Security

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

In this position you’ll be responsible for the ongoing technical support of existing customers using our products as well as helping recently onboarded customers get the most out of our industry-leading Security products. You will be a team resource for questions and critical issues. We are seeking a candidate with strong business acumen, experience with supporting Software-as-a-Service (SaaS) technology products and computer hardware, 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

• Handling special projects as needed
• Further training of Level 1 representatives as a product expert
• Provide a high level of customer support to all clientele at all times
• Taking critical cases for swift resolution
• Follow up with clients and ensure scheduled call backs are made to clients when necessary
• Manage multiple software/hardware products in the security ecosystem
• Submitting technical bug documentation to the appropriate place
• Resolve technical issues escalated to you or identify and escalate priority issues to appropriate resources (e.g., Level 3, etc.)
• Remotely access the client's computers for troubleshooting
• Support hardware products included in the FRONTSTEPS security ecosystem
• Stay current with product updates, industry trends, system changes and customer support best practices
• 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.
• Managing third-party integrations in the security ecosystem
• Front-line technical support specific to our Security products including hardware management, remote hardware installation assistance, and user databases
• Document and track all customer issues within the appropriate tracking system
• Other duties as assigned
• Data lookups for troubleshooting technical issues

SKILLS & QUALIFICATIONS

• Escalated technical troubleshooting support for customers
• Excellent written and verbal communication skills
• Needs to be able to diagnose, document and reproduce complex issues
• Passionate about continual learning and sharing knowledge
• Needs to be able to think globally about different interacting systems
• Ability to work cross functionally with many people without being constrained by your job function
• Excellent troubleshooting skills, i.e. being able to solve an issue with hardware remotely
• 1-2 years in SaaS technical customer service / support setting
• Thoroughly understand, reproduce, and solve technical issues. This includes experience with troubleshooting hardware issues on the Windows operating system
• Comfortable building and testing hardware
• Bachelor’s degree in business, computer science, information systems, liberal arts or related field or equivalent experience.
• Needs to achieve certification in relevant products when available
• Demonstrated use of CRM applications
• Support customers via chat, email and phone with strong writing skills and excellent phone etiquette
• Collaborative, upbeat work ethic
• Communicate technical information to non-technical customers
• Needs to be able to provide creative solutions to problems that need to be resolved without assistance
• Product expert on main security products
• Strong team player
• Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames
• Comfortable supporting software and hardware both remotely and directly
• Handle escalated cases and customers from the Support team with a high sense of urgency and follow through

Benefits include the following:

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

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 may be based remotely with an hourly wage of $23.00 - $25.00.