Customer Support Tier II _ Caliber (Onsite) (Denver)

Customer Support Tier II Caliber (Onsite)

At FRONTSTEPS, we don't just build softwarewe empower communities to thrive. As the nation's most comprehensive Community Management platform, we simplify how management companies and homeowner associations connect, operate, and optimize their communities. With cutting-edge technology and a relentless focus on user experience, we create solutions that help community leaders collaborate and succeed. But technology is only as strong as the people behind it. That's where you come in. We're not for everyoneonly those who are ready to step up, dive in, and own their impact. Our team is built on championship-level talent, a winning mindset, and the drive to solve complex problems. At FRONTSTEPS, we challenge each other, push boundaries, and build industry-leading solutions together. If you're looking for a place to grow, make a difference, and be part of something bigger, this is it.

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 FRONTSTEPS. 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 part of a team responsible for resolving our customer's technical issues as you promptly respond via phone, email and / or chat platforms.

Essential Functions

• Customer and technical support specific to our products including maintenance tools, email management, accounting integrations, and user databases
• Assist with urgent and / or high-profile escalations
• Be a major resource for the rest of the team and support them as needed, which can include training and working through issues side by side
• Recognize and investigate trends to locate global issues
• 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
• Document and track all customer issues within the appropriate tracking system
• Act as the next level of support to T1 to try to assist with issues before escalating further
• Follow up with clients and ensure scheduled call backs are made to clients when necessary
• Stay current with product updates, industry trends, system changes and customer support best practices
• Remotely access the client's computers for additional troubleshooting
• Provide a high level of customer support to all clientele at all times
• Other duties as assigned

Skills & Qualifications

$20.19 - $22.12 an hour

This is a full-time, in office position working in Denver, CO. and pays an hourly rate of $20.19 - $22.12.

This position will remain open through March 31st, 2025, but may remain open longer until a qualified candidate is selected.

Benefits include the following :

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, marital status, protected veteran status, or disability status.