Client Support Representative
As you’d guess for a Colorado-based software company, we balance a “work hard, play equally hard” approach to things. We’re very much focused on growing the business and taking care of our customers, but that shouldn’t stop us from celebrating wins and consuming the libations that live in the fridge. FRONTSTEPS was recently ranked in the top 100 Digital Companies in Colorado and we are dedicated to becoming one of the best places to work in the Denver metro area.
Job Description
FRONTSTEPS is seeking a seeking a talented client services professional with expertise in assisting the set-up and servicing of new clients in our Denver, Colorado headquarters. We are seeking a candidate with strong business acumen, experience with supporting Software-as-a-Service (SaaS) technology products, excellent communication skills and a track record of exceeding customer expectations to join our exciting and fast-paced team. In this role, you will be the "go-to" person responsible for resolving technical issues, processing sales orders and return requests, as you promptly respond via phone, email and/or chat platforms.
Responsibilities:
• Support clients by addressing their technical questions through gathering data, analyzing their needs and evaluating possible resolutions.
• Respond to client inquires and solve any reported technical issues via phone, email or chat platforms
• Resolve issues regarding warranties, returns and product issues for the customer
• Document and track all customer issues within the appropriate tracking system
• Identify and escalate priority issues to appropriate resources (e.g., tier 2, tier 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
• Provide requested reports and summaries when applicable
• Be available periodically for on-call weekend support duties
About You:
• At least 1 to 3 years comparable customer support experience, preferably in a SaaS environment
• Experience supporting SaaS apps
• Salesforce Service Cloud experience a plus
• Passionate about Apple & Android products and curious about learning how to support those
• Strong team player who understands that customer service comes first before anything else
• Natural problem solver who enjoys identifying ways to make things better
• Excellent written and verbal communication skills
• Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames
• Thoughtful decision making skills with a knack for identifying, prioritizing, and articulating the highest impact initiatives
• Able to meet deliverables and drive your work to completion within specified timelines
• Can 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
• Proficient with MS Office applications
• Demonstrated use of CRM applications.
• A bachelor’s degree in business, computer science, information systems, liberal arts, or a related field
FRONTSTEPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, and genetics.
Applicants must be currently authorized to work in the United States on a full-time basis.