Customer Support Representative I at FRONTSTEPS

| Greater Denver Area
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Caliber Software, a FRONTSTEPS company, is a fast-growing SaaS company located in Mesa, Arizona providing innovative and market-leading accounting and management software solutions for the community association (HOA) industry.   You will work remotely while staying connected through our various employee engagement initiatives.

 

As part of the FRONTSTEPS family, we are guided by the core values of:

1) Developing our people

2) Taking care of the customer at all times

3) Moving with purpose and urgency

4) Being open, honest, and transparent

5) Innovating and failing forward

6) Being courageous.

 

In this position you’ll be responsible for the ongoing technical and application support of existing customers using our product as well as helping recently onboarded customers get the most out of our industry-leading platform. We are seeking a candidate with strong business acumen, experience with supporting a very complex Software-as-a-Service (SaaS) technology product, excellent communication skills and a track record of exceeding customer expectations. 

 

Essential Functions:

  • Acts as initial contact for all external customer support requests via telephone, email or chat.
  • Responds to user support requests within 24 hours and determines nature and extent of support needed.
  • Troubleshoots and investigates support matters when necessary to ensure appropriate resolution.
  • Communicates escalated support matters following internal processes.
  • Assists users in startup, basic and advanced use of software based on the user’s level of proficiency; identifies tools for user’s self-help.
  • Conducts testing of software functions when applicable, obtaining support from Development or Support team as needed.
  • Demonstrates positive speaking and writing tones, listening skills, and thorough resolution communication to the user utilizing correct grammar, punctuation and spelling.
  • Ensures documentation of support tickets (notes and actions) are clear, concise and thorough per documentation protocol.
  • Maintains up to date expertise in the operation of Caliber products.

Skills and Experience

  • High school diploma or equivalent; a bachelor’s degree preferred but not required.
  • At least 5 years of software support experience with a SaaS company supporting a highly complex software product.
  • At least 3 years of experience using an accounting software product plus ability to articulate accounting principles.
  • Ability to exhibit exceptional troubleshooting skills
  • Basic knowledge of Windows, MS Office and other standard business software.
  • Direct experience or knowledge of community association management (HOA) operations a plus.
  • Exceptional written and verbal communication skills.
  • Strong interpersonal and technical skills.

Benefits Include:

  • Paid Time Off, Sick Time
  • Medical, dental and vision insurance
  • Flexible Spending Accounts
  • Life insurance, Short Term and Long-Term Disability plans at no cost
  • 401(k) Plan
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • TrelloManagement
    • WebflowCMS
    • SquarespaceCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

Our office is at 12th & Broadway near Civic Center. Tons of lunch options (Torchy's, Zep's, BurgerFi), a bus stop & a short walk from RTD at 16th & CA

An Insider's view of FRONTSTEPS

How does your team reward individual success?

We established a recognition program for our teams to acknowledge peer to peer award for individuals who go above and beyond. Plus, monthly & quarterly contests for gift cards & team lunch. FRONTSTEPS Managers are invested in seeing that we continue to provide a thriving, exciting, and supportive culture which focuses on innovation & growth.

Marina Vilaysane

Director of Operations

What projects are you most excited about?

I’m excited about the new platform that we’re launching. And we're building rich new customer experiences w/ some household brand names. We're clearly the leader in our industry, but we aren’t taking that for granted. Every client, resident & partner who sees our new products are super impressed. It’s a fun position to be in.

Matt DeWolf

President of Payments

What does career growth look like on your team?

Career growth is about expanding your knowledge through participation in cross-functional teams, engaging in a monthly Brown Bag lunch session or All Hands meeting, and contributing ideas on how to improve upon those processes you’ve participated in.

Sarah

Senior Manager and Controller

How do you make yourself accessible to the rest of the team?

I keep my office door open as much as possible to enable anyone to provide timely feedback and seek advice when the unexpected happens. For that to be successful I build relationships with people across my organization to let them know they can come to me whenever necessary and sometimes just to chat and catch up.

Leo Haasbroek

Chief Operating Officer

What is your vision for the company?

Our vision is to change the conversation around HOA software and be a catalyst in opening up communication between neighbors, HOA Boards and community associations. We are building more than a company, it’s truly an effort to develop a culture of growth and excellence as a team.

Jamie Clymer

CEO

What are FRONTSTEPS Perks + Benefits

FRONTSTEPS Benefits Overview

The benefits of working for FRONTSTEPS are endless! Joining our team means opportunities to be daring and innovative ... every day! You can be part of the engagement team and foster our cool culture with events, outings, and parties. We just rolled out an awesome new program that allows employees to recognize other employees for going the extra mile. Led by employees, for employees it's just one example of what it means to be a FRONTSTEPPER! Oh, and there are a ton of other benefits like health care and beer Fridays ... KEEP reading to find out.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Diversity
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Company-sponsored short and long term disability benefits.
Dental Benefits
The FRONTSTEPS plan covers 100% of preventative care. We have options that include orthodontia coverage.
Vision Benefits
Our competitive vision plan covers 100% of a basic exam, with a copay. Plus, contact lens and eyeglass frame benefits.
Health Insurance Benefits
FRONTSTEPS offers a PPO and a qualified high-deductible plan with FSA and HSA options.
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Match charitable contributions
FRONTSTEPS CSR Mission Statement: Supporting Organizations that help people live safely, thrive within their communities, and prosper equitably in society.
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
FRONTSTEPS dress code includes Hawaiian Shirt Day, Fan-dom Day, and Ugly Sweater Day. Oh, and all the other days, you can wear whatever is comfy and casual!
Commuter Benefits
RTD pass allowance is offered to all our employees!
Company Outings
Rockies games, ax throwing, bowling ... the FRONTSTEPS team is all about exploring and taking advantage of the cool stuff Denver has to offer!
Game Room
Stocked Kitchen
Between ping pong games & foosball, there are snacks galore in our Cantina. Boulder chips, sun chips, granola bars, fruit snacks, and oatmeal. Fresh fruit replenished daily, bubbly water, and soda!
Happy Hours
Every Friday at 4:30!
Parking
Underground parking ... FRONTSTEPS pays a generous (and I mean, generous) portion of the cost to park in our building. No need to walk outside, eveh!
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Our product team demoes new features and enhancement that are releasing in the near future.
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available

Additional Perks + Benefits

Indoor, on-site parking and gym. Supportive environment. Fun, friendly atmosphere with start-up energy and plenty of adult leadership to drive success.

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