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Customer Support Representative - FRONTSTEPS Payments (Remote)
- Job Title
- Customer Support Representative - FRONTSTEPS Payments (Remote)
- Job ID
- 27681233
- Work From Home
- Yes
- Work Remote
- Yes
- Location
- Denver, CO 80203
- Other Location
- Description
-
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 OVERVIEW
In 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 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 OPPORTUNITY
This role is eligible for remote work.
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 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 callbacks 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
- Review client bank statements to reconcile client payouts/deposits
- Utilize our accounting software to assist clients with payment-related questions
- Research client payouts/deposits
- Identify payment details
- Review client payment setup
- Assist with client payment refunds
- Assist with payment disputes
- Utilize internal payment tools and 3rd party integrations to support clients
- Educate clients on our payment products and tool utilization
- Educate and support our level one team members
- 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
- Thoroughly understand, reproduce, and solve technical 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
- Escalated technical troubleshooting support for customers
- 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 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 where you can take ownership and have fun
- Excellent written and verbal communication skills
- Demonstrated use of CRM applications
This position may be based remotely with an hourly rate of $19.23 - $20.19. Occasional meetings may be required in Denver headquarters.
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.
- Pay Range
- $19.23 Hourly to $20.19 Hourly
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