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FRONTSTEPS · 3 weeks ago

Customer Support Tier II (Onsite)

Denver, CO

Full-time

Onsite

Mid Level

$26.45/hr - $33.66/hr

3+ years exp

FRONTSTEPS is the leader in HOA software, seeking a motivated Customer Support Tier II specialist to join their Denver, CO team. This role focuses on diagnosing and resolving backend platform functionality issues for customers using the Caliber Accounting platform, emphasizing problem resolution and customer satisfaction.

ComputerReal EstateSaaSSoftware

Responsibilities

Promptly respond to and manage high-priority customer inquiries via phone, email, and chat platforms, focusing on resolving backend issues related to our accounting platform

Systematically address client issues by gathering data, analyzing needs, researching resolutions using established documentation and internal knowledge, and selecting and implementing the best solution

Triage, assign, and accurately escalate complex or unresolved cases to the appropriate engineering or product team members, providing flawless documentation of all troubleshooting steps

Perform necessary data lookups for troubleshooting backend product issues (including basic SQL usage) to support resolution and regulatory compliance

Submit detailed and accurate software bug documentation using our tracking system (e.g., Visual Studio Team Services ticket creation)

Work closely with partner vendors and cross-functional teams to resolve integration issues and support the broader FRONTSTEPS product suite

Actively create, update, and maintain internal and customer-facing training documentation and knowledge resources

Other duties as requested by management

Qualification

Caliber Accounting platformCustomer Service experienceBasic SQL proficiencyCRM applicationsCase tracking applicationsTroubleshooting skillsPhone etiquetteProblem resolution mindsetWriting skills