FRONTSTEPS · 2 months ago
Customer Support Tier II - Accounting Background Preferred (Onsite)
Denver, CO
Full-time
Onsite
Mid Level
$26.45/hr - $33.66/hr
3+ years expFRONTSTEPS is a leading Community Management platform that empowers communities through innovative technology. The Customer Support Tier II role focuses on providing ongoing technical support for the accounting platform, mentoring team members, and resolving customer technical issues to enhance user experience.
ComputerReal EstateSaaSSoftware
Responsibilities
Provides customer and technical support specific to our accounting platform
Manages multiple software/hardware products in the Accounting and SaaS ecosystem
Mentors Level 1 and 2 representatives as a product expert
Submits technical bug documentation to the appropriate place (Visual Studio Team Services ticket creation)
Performs data lookups for troubleshooting technical issues (including using SQL)
Works closely with partner vendors to resolve complex integration issues
Trains and supports third-party IT specialists to resolve and update software residing on customer’s premises
Collaborates cross-functionally with multiple teams to support the FRONTSTEPS product suite
Addresses 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
Documents and tracks all customer issues within the appropriate tracking system
Resolves technical issues escalated to the Technical Specialist and coordinate with the development team
Triages, assigns, and escalates new cases to the most appropriate team member
Coordinates with the product team on new releases and hardware changes
Creates training documentation and resources
Stays current with product updates, industry trends, system changes and customer support best practices
Performs other duties as assigned
Qualification
Required
Bachelor's degree in accounting, business, computer science, information systems, or related field or equivalent experience
6+ years in SaaS technical customer service / support setting preferred
3+ years in SaaS technical customer service / support setting
1 – 2 years of Accounting experience preferred
Thoroughly understand, reproduce, and solve technical issues. This includes experience with troubleshooting hardware issues on the Windows operating system
Basic SQL proficiency required
Needs to be able to think globally about different interacting systems
Needs to be able to provide creative solutions to problems that need to be resolved without assistance
Needs to be able to diagnose, document and reproduce complex issues
Product expert on Caliber product
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
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
Preferred
6+ years in SaaS technical customer service / support setting preferred
1 – 2 years of Accounting experience preferred
Benefits
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
Company
FRONTSTEPS
FRONTSTEPS is a software platform for HOAs, Builders, Security & Patrol Experts, Realtors and Homeowners.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$12.6MKey Investors
Onex FalconMCG Capital
2022-08-02Private Equity
2015-09-01Series Unknown
2013-06-18Private Equity· $12.6M
Leadership Team
Matt Dewolf
Chief Executive Officer
Recent News
2025-03-01
Company data provided by crunchbase