Technical Support Specialist
SkioSalary not specified
Full Time
Junior (1 to 2 years)
Customer Support Tier II - Accounting Background Preferred (Onsite) at FRONTSTEPS
Denver, Colorado, United States
Not SpecifiedCompensation
Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Software, Community Management, AccountingIndustries
Requirements
- 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, including experience with troubleshooting hardware issues on the Windows operating system
- Basic SQL proficiency required
- Ability to think globally about different interacting systems
- Ability to provide creative solutions to problems that need to be resolved without assistance
- Ability to diagnose, document, and reproduce complex issues
- Product expert on Caliber product
- Strong business acumen
- Experience with supporting Software-as-a-Service (SaaS) technology products and computer hardware
- Excellent communication skills, including strong writing, and support customers via chat, email, and phone
- Track record of exceeding customer expectations
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 coordinates 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
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this Customer Support Tier II role remote or onsite?
This is an onsite position as indicated by the job title.
What skills are required for the Customer Support Tier II role?
The role requires strong business acumen, experience supporting SaaS technology products and computer hardware, excellent communication skills, SQL for data lookups, and a track record of exceeding customer expectations.
What does the company culture at FRONTSTEPS look like?
FRONTSTEPS has a high-performance culture built on championship-level talent, a winning mindset, drive to solve complex problems, challenging each other, pushing boundaries, and collaborating to build industry-leading solutions.
What is the salary or compensation for this position?
This information is not specified in the job description.
What makes a strong candidate for this Customer Support Tier II role?
A strong candidate has an accounting background preferred, acts as a product expert for the accounting platform, mentors other representatives, resolves complex technical issues including SQL and integrations, and excels in customer communication via phone, email, and chat.
FRONTSTEPS
Software solutions for HOA management
About FRONTSTEPS
FRONTSTEPS provides software solutions specifically designed for homeowners associations (HOAs) and property management companies. Its platform helps streamline various administrative and operational tasks involved in managing residential communities. The software includes features for automating processes, managing visitor security, and enhancing community engagement, all integrated into a single user-friendly interface. This allows clients to save time and reduce operational costs. FRONTSTEPS operates on a subscription-based model, offering different pricing tiers based on the size and needs of the community, along with premium features for additional revenue. The company's goal is to empower community managers to work more efficiently and effectively, making it a trusted brand in the HOA management software market.
Denver, ColoradoHeadquarters
2013Year Founded
$12.3MTotal Funding
GROWTH_EQUITY_VCCompany Stage
Consumer Software, Enterprise SoftwareIndustries
51-200Employees
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
Health Savings Account/Flexible Spending Account
Paid Time Off
Paid Sick Leave
Phone/Internet Stipend
401(k) Company Match
Risks
Increased competition may erode FRONTSTEPS' market share.
Reliance on third-party partnerships exposes FRONTSTEPS to operational risks.
Economic downturns could impact subscription-based revenue model.
Differentiation
FRONTSTEPS offers a comprehensive digital platform for HOA management.
The platform integrates visitor security and community engagement tools.
FRONTSTEPS provides a subscription-based service with regular updates and support.
Upsides
Launch of Suite Manager enhances community association management capabilities.
Partnership with Edenred Pay streamlines invoice processing for clients.
Growth investment from Onex Falcon supports strategic expansion.
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