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
$25 - $26.92 an hour
This position may be based remotely and pays and hourly rate of $25.00 - $26.92 per hour.
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.