Technical Support Specialist

| Remote
Employer Provided Salary: $25-$27 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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FRONTSTEPS delivers a resident engagement platform that simplifies how management companies, homeowner associations, builders, and security 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. In short, people need to connect in various ways, and our platform makes it easier.

 

At FRONTSTEPS, we know that we cannot build a community-focused product without actively investing in our FRONTSTEPS people. That’s why you’re here. Our internal FRONTSTEPS community is built upon the talented people that get their hands dirty, engage in problem solving, and ultimately make our product what it is today.


REMOTE OPPORTUNITY

This role is eligible for remote work. FRONTSTEPS is authorized to do business in AZ, CO, CT, FL, GA, NC, OR, TX, SC, and WA. 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.


POSITION OVERVIEW

In this position you’ll be responsible for the ongoing technical support of existing customers using our products as well as helping customers get the most out of our industry-leading community management solutions. You will be a team resource for questions and critical issues. 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. 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.

ESSENTIAL FUNCTIONS

  • Provide customer and technical support specializing in our community portal platforms and their relationships with our suite of products
  • Manage multiple software products in the Community and SaaS ecosystem
  • Further training and support of Level 1 and 2 representatives as a product expert
  • Submit technical bug documentation through Azure and Salesforce
  • Work closely with integration partners to resolve complex integration issues
  • Collaborate cross-functionally with multiple teams to support for the FRONTSTEPS product suite
  • 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
  • Resolve technical issues escalated to you and coordinate with the development team
  • Triage, assign, and escalate new cases to the most appropriate team member
  • Coordinate with the product team on new releases
  • Create training documentation and resources
  • Stay current with product updates, industry trends, system changes and customer support best practices
  • Other duties as assigned

SKILLS & QUALIFICATIONS

  • Bachelor’s degree in business, computer science, information systems, liberal arts or related field or equivalent experience
  • 3+ years in SaaS technical customer service / support setting
  • Ability to thoroughly understand, reproduce, and solve technical issues. This includes experience with troubleshooting hardware issues on the Windows operating system
  • Basic API proficiency required
  • Proficiency with HTML, CSS, and Java
  • Ability to think globally about different interacting systems
  • Ability to provide creative solutions to problems that need to be resolved without assistance
  • Needs to be able to diagnose, document and reproduce complex issues
  • Support customers via chat, email and phone with strong writing skills and excellent phone etiquette
  • Handle escalated cases and customers from the Support team with a high sense of urgency and follow through
  • Passionate about continual learning and sharing knowledge
  • Excellent troubleshooting skills, i.e. being able to solve issues remotely
  • Escalated technical troubleshooting support for customers
  • Ability to communicate technical information to non-technical customers
  • Comfortable supporting software and hardware both remotely and directly
  • Strong team player who understands that proactive customer service comes first before anything else
  • Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames
  • Ability to work cross functionally with many people without being constrained by your job function
  • Collaborative, upbeat work ethic
  • Excellent written and verbal communication skills
  • Demonstrated use of CRM applications

This role will remain open through January 15th, 2024.


Benefits include the following:

· Medical, Dental, and Vision

· Company sponsored Life Insurance

· Voluntary Short-Term Disability, Long-Term Disability, and 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
    • 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?

From personal experience, I can attest that hard work at FRONTSTEPS absolutely pays off. I’ve only been with the company for a few years, and my dedication and desire to do my best have consistently been recognized and rewarded; this includes several promotions. We also recognize hard work through a kudos channel and monthly Core Value Awards.

Karla Nascimento

Senior Technical Specialist

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

How has your career grown since starting at the company?

I have been given the freedom to initiate and lead initiatives that I wouldn't have been able to in a larger company. After 4 years at FRONTSTEPS, I've grown in responsibility over our People Operations and our people initiatives have gained momentum inside the business. Develop our People is FRONTSTEPS #1 Core Value for a reason!

Juli

Director, People Operations

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.

Matt DeWolf

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
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
Remote work program
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
Dental insurance
The FRONTSTEPS plan covers 100% of preventative care. We have options that include orthodontia coverage.
Vision insurance
Our competitive vision plan covers 100% of a basic exam, with a copay. Plus, contact lens and eyeglass frame benefits.
Health insurance
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
Employee Assistance Program available to all employees to promote mental health.
Financial & Retirement
401(K)
401(K) matching
Charitable contribution matching
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
5 weeks of paid parental leave.
Family medical leave
Adoption Assistance
$1500 Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Every employee receives 80 hours of Paid Sick Time upon hire and resets at beginning of year.
Office Perks
Commuter benefits
FRONTSTEPS offers to cover the cost of parking at our downtown office.
Company-sponsored outings
Rockies games, ax throwing, bowling ... the FRONTSTEPS team is all about exploring and taking advantage of the cool stuff Denver has to offer!
Free snacks and drinks
Company-sponsored happy hours
Every Friday at 4:30!
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Our product team demoes new features and enhancement that are releasing in the near future.
Promote from within
Continuing education available during work hours
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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