Technical Customer Support Representative - Security

| Greater Denver Area

JOIN FRONTSTEPS

Do you enjoy being part of a dynamic, smart and collaborative team? Are you ready to learn and help our clients solve problems? Are you organized and customer-focused? If you answered yes, we invite you to take the first step towards joining our Technical Support team!

The Job: Technical Support Representative

We are looking for a candidate with experience supporting Software-as-a-Service (SaaS) technology products and computer hardware, excellent communication and problem-solving skills, and a track record of putting the customer first to join our exciting and fast-paced team.  This position requires great communication, analytical, and problem-solving skills to provide first and second tier technical support, as well as, the ability to research, resolve and escalate development issues when necessary.

Responsibilities:

  • Answering Technical Escalations.
  • Maintaining Best practices for technical support
  • Directing and maintaining internal and external technical documentation and knowledge based articles
  • Resolves and, if necessary, directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction.
  • Responsible for Third Party Vendor Relationships.
  • Liaison for development and QA departments.
    • Identify and help coordinate development of tools and processes to shift common resolutions from development back to support.
    • Assist department managers in identifying priority bugs and enhancements
  • Takes ownership of tickets through the development life cycle.
  • Apply diagnostic utilities to aid in troubleshooting
  • Test/Fixes to ensure that problem has been adequately resolved
  • Responsible for achieving target customer satisfaction levels within the technical support organization
  • Perform post resolution follow up with customer success teams
  • Assists in the development and implementation of strategic plans, initiatives, and direction
  • Works with customers and internal teams to resolve issues.
  • Technical training and product documentation
  • As needed – will be available for after-hours support for severity 1 issues.
  • Some overflow assistance to level 1 support team.
  • Accountable for the day to day operations of technical business needs.
  • Identify technical needs and challenges in daily operations and help design tools deal with those challenges.
  • Plan for an area’s future technical needs and operations
  • Contribute to training and technical development of level 1 support team members
  • Day to day attention to solve and prioritize critical issues.
  • Work closely with Customer Success, development, QA, and Product teams, Sales, and End Users.

About You:

  • Analyzes quantitative, qualitative and trend data
  • Distills information from a variety of sources
  • Recognizes how individual data points fit into a situation as a whole
  • Identifies what additional data is needed.
  • Anticipates operational issues and develops preventative measures
  • Comfortable with supporting hardware and software, including all currently supported Windows operating systems, Android, and IOS.

Competencies:

  • Makes customers and their needs the primary focus of their actions and acts quickly and with urgency and purpose.
  • Able to identify and understand both problems and opportunities
  • Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and create effective customer solutions.
  • Capable and eager to expand knowledge base consistent with the evolution of our products.
  • Basic understanding of SQL Server a plus
  • Basic understanding of HTML a plus
  • Proficiency with IIS web server environment a plus
Read Full Job Description

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
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
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.
Onsite Gym
The gym is clean and features stair masters, free weights, treadmills, and more ...
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
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!
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!
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement
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

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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