Technical Support Representative I
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 OVERVIEWIn this position you'll 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 Security and Community products. 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.Job Responsibilities:
- Front-line technical support specific to our Community Operation products including hardware management, remote hardware installation assistance, and user databases
- Support hardware products included in the FRONTSTEPS security ecosystem
- 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 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
- Must be able to thoroughly understand, reproduce, and solve technical issues. This includes experience with troubleshooting hardware issues on the Windows operating system
- Capable of supporting customers via chat, email and phone with strong writing skills and excellent phone etiquette
- Must understand how to handle escalated cases and customers from the Support team with a high sense of urgency and follow through; experienced at technical troubleshooting support for customers
- Should be passionate about continual learning and sharing knowledge
- Excellent troubleshooting skills, i.e. being able to solve an issue with hardware remotely
- Able to communicate technical information to non-technical customers
- Comfortable supporting software and hardware both remotely and directly
- Comfortable building and testing hardware
- Must be a strong team player who understands that proactive customer service comes first before anything else
- Should be 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
- Should have a collaborative, upbeat work ethic where you can take ownership and have fun
- Excellent written and verbal communication skills
- Demonstrated use of CRM applications
REMOTE OPPORTUNITY:This role is eligible for remote work in the following states: AL, AZ, CA, CO, CT, FL, GA, ID, IL, MD, MA, MI, MN, NV, NC, OH, OR, TN, TX, VA, WA and WI. The salary range for this position is $42,640 - $44,720 ($20.50 - $21.50 /hour).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.