Customer Support Representative I

| Greater Denver Area
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Headquartered in Denver, Colorado, FRONTSTEPS is a SaaS company with a resident engagement platform to empower communities to be safe, informed, and efficient. More than 23,000 communities nationwide - that's 4.4 million homeowners - are covered by FRONTSTEPS services! We deliver solutions that simplify how management companies, homeowner associations, builders, and security & patrol 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.FRONTSTEPS is 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, and 6) being courageous.POSITION OVERVIEWYou will 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 Community platform. 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 the "go-to" person responsible for resolving our customer's technical issues as you promptly respond via phone, email and / or chat platforms.REMOTE OPPORTUNITYThis role is eligible for remote work. FRONTSTEPS is authorized to do business in AZ, CO, CT, FL, GA, ID, IL, MD, MA, MI, MN, NV, NC, OH, OR, TN, TX, VA, WA, and WI. If you are not located in or able to work from a state where FRONTSTEPS is registered, we will not be able to consider you for this position.JOB RESPONSIBILITIES
  • 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, analyzing their needs, 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
  • Performs other related duties as assigned by management
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
  • Thorough understand and ability to reproduce and solve technical issues
  • Capable of supporting customers via chat, email and phone with strong writing skills and excellent phone etiquette
  • Excellent troubleshooting skills; ability to troubleshoot technical cases and customers that are escalated by Support Team
  • High sense of urgency and follow through with support cases and clients
  • Passionate about continual learning and sharing knowledge
  • Must be able to 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
  • Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed timeframes
  • 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
  • Demonstratable use of CRM applications
This position may be based remotely or in Denver, Colorado with a salary range of $38,000 - $40,000 ($18.27 - $19.23 / hour). Occasional meetings may be required in Denver headquarters. Benefits include the following:
  • Medical, Dental, and Vision
  • Company sponsored Short-Term Disability, Long-Term Disability, and Life Insurance
  • Voluntary 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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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 pioneering and innovative, every day! You can be part of the Employee Experience Committee that works together to foster a productive and meaningful culture for all team members with virtual events, micro-learning sessions, and festivities throughout the year. From monthly Core Value Awards, to daily kudos, to career coaching and professional development, we put Our People first. Oh, and there are a ton of other benefits like health care, dental, and Flexible PTO, and a monthly home-internet reimbursement. KEEP reading to find out more!

Culture
Volunteer in local community
Partners with Nonprofits
FRONTSTEPS Gives is an extension of our vision to communities and people who don’t have access to our products. We partner with Civil Rights non-profits, Meals on Wheels, and KaBoom.
Friends outside of work
Eat lunch together
Intracompany committees
Employee Experience, Book Club, Wellness, & Shared Hobbies
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Diversity
Documented equal pay policy
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
FRONTSTEPS offers you a Healthcare Flexible Spending Account and a Dependent Care Flexible Spending Account.
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.
Life Insurance
FRONTSTEPS offers a company provided life insurance for the financial security for the people who depend on you.
Wellness Programs
The FRONTSTEPS Wellness Committee exists because we know that healthy and happy employees lead to happy customers and healthy business.
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
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
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!
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!
Happy Hours
Every Friday at 4:30!
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
Customized development tracks

Additional Perks + Benefits

While we are a remote-first organization, we do schedule team and company-wide events that make working in a virtual world just a little more enjoyable.

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