SaaS Customer Support Tier II - Caliber Expert

Frontsteps; Denver (CO); In loco; USD 36.000 - 46.000; Tempo pieno

Vantaggi offerti da questo lavoro

Onsite parking

Medical, Dental, and Vision

Company-sponsored Life Insurance

Disability insurance

FSA/HSA

Paid Time Off

Sick Time

401k match

Descrizione del lavoro

FRONTSTEPS, the leader in HOA software, is seeking a highly motivated Customer Support Tier II - Caliber specialist to join our Denver, CO team. This on-site role focuses on diagnosing and resolving backend platform issues for customers using Caliber Accounting.

You will be the go-to resource, leveraging our knowledge base, documentation, and cross-functional teams to resolve problems quickly, document outcomes, and move on to the next challenge.

Competenze

• 3–5 years in a SaaS customer service/support role.
• Experience supporting Accounting or Payments products is preferred.
• Strong writing and communication to explain technical information to non-technical customers.
• Basic SQL proficiency for data lookups and troubleshooting; this is a support role.
• Experience with CRM and case-tracking applications.

Mansioni

• Respond to high-priority inquiries via phone, email, and chat, resolving backend issues.
• Gather data, analyze needs, research resolutions using documentation and knowledge base.
• Triage and escalate complex cases to engineering or product with thorough documentation.
• Perform data lookups using SQL to support resolution.
• Document bugs in tracking system (e.g., Visual Studio Team Services).
• Collaborate with partner vendors and cross-functional teams to resolve integration issues.
• Create and maintain internal and customer-facing training resources.
• Other duties as requested by management.

Conoscenze

Troubleshooting

Escalation handling

CRM software usage

SQL basics

Customer service expertise

Strumenti

Visual Studio Team Services

Descrizione del lavoro

FRONTSTEPS, the leader in HOA software, is seeking a highly motivated Customer Support Tier II - Caliber specialist to join our Denver, CO team. This on-site role focuses on diagnosing and resolving backend platform issues for customers using Caliber Accounting.

You will be the go-to resource, leveraging our knowledge base, documentation, and cross-functional teams to resolve problems quickly, document outcomes, and move on to the next challenge.