Work from Home Customer Support Representative I – Community (Remote)

UNITED STATES / FRONTSTEPS – SUPPORT / FULL-TIME/ REMOTE

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.

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.

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ESSENTIAL FUNCTIONS
Front-line customer and technical support specific to our Community Operation products including DNS management, email management, accounting integrations, and user databases
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
Identify and escalate priority issues to appropriate resources (e.g., Level 2, Level 3, etc.)
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
Bachelor’s degree in business, computer science, information systems, liberal arts or related field or equivalent experience
1-2 years in SaaS technical customer service / support setting
Thoroughly understand, reproduce, and solve technical issues
Support customers via chat, email and phone with strong writing skills and excellent phone etiquette
Handle escalated cases and customers from the Support team with a high sense of urgency and follow through

Passionate about continual learning and sharing knowledge
Excellent troubleshooting skills
Escalated technical troubleshooting support for customers
Communicate technical information to non-technical customers
Comfortable supporting software both remotely and directly
Strong team player who understands that proactive customer service comes first before anything else
Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames

Ability to work cross functionally with many people without being constrained by your job function
Collaborative, upbeat work ethic where you can take ownership and have fun
Excellent written and verbal communication skills
Demonstrated use of CRM applications
This position may be based remotely with an hourly rate of $19.23 – $20.19 per hour. Occasional meetings maybe required in Denver headquarters.

Benefits include the following:
·       Medical, Dental, and Vision
·       Company sponsored Life Insurance
·       Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance
·       FSA/HSA
·       Paid Time Off
·       Sick Time
·       Internet Reimbursement
·       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.

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