Customer Support Specialist Tier 1

Overview

Funnel Leasing Inc. is hiring for a Customer Support Specialist Tier 1 . As a Customer Support Specialist Tier 1 , you will be responsible for working directly with customers to answer questions and troubleshoot our supported software solutions and integrations professionally and courteously. Candidates should be organized, detail-oriented, and self-motivated, with excellent listening and communication skills. Candidates must be able to analyze issues and translate their software knowledge into actionable directions for customers.

This role is hybrid, non-exempt with an hourly pay range of $20.00-$25.00 (equivalent to $41,600-$52,000 annually). Support Specialists are expected to work onsite most days at our Tampa headquarters in Odessa, Florida, or from a designated office space in Dallas, TX, with occasional remote work flexibility. We are currently prioritizing candidates based in the Tampa or Dallas areas.

Base pay range

$41,600.00 / yr - $52,000.00 / yr

Responsibilities

• Interact with customers and end users to provide support via phone, email, and chat and answer user inquiries
• Document customer interaction, troubleshooting, and results clearly and concisely
• Engage in system analysis of software for best practices per technical documentation and provide solutions based on a diagnosis of the problem
• Analyze, test, and modify Funnel software and integrations based on the unique design and implementation of each customer
• Identify and escalate trending issues and potential software defects to Leadership and Development
• Draw conclusions from a set of information and discriminate between useful and less useful details to solve problems or make decisions
• Meet posted metrics for performance, including but not limited to case volume, CSAT, response, and SLA
• Contribute to knowledge management : create or review Knowledge Centered Services (KCS) articles for accuracy
• Willingness to work off-hour shifts including weekends, evenings, overnight, and occasional holidays (shifts may be rotational)
• Foster a culture of continuous improvement and learning for professional development
• Foster collaboration within the team and across the company
• Performs other duties as assigned and modified at manager's discretion
• Travel up to 5%

Education, Work Experience, Knowledge, And Certifications

Equal Employment Opportunity

Funnel provides equal employment opportunities to all qualified individuals without regard to race, creed, color, citizenship, religion, national origin, age, sex, familial or marital status, pregnancy, military or veteran status, sexual orientation, gender identity or expression, genetic information, disability, or any other legally-protected status in accordance with applicable local, state, and federal laws, regulations, and ordinances.

Benefits

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