Technical Support Specialist III (Remote)

Frontsteps, Inc.; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

FRONTSTEPS is seeking a Technical Support Specialist to provide exemplary customer service and technical assistance for their Security and Community platform. The role is remote and offers an engaging workplace committed to community-focused solutions, with competitive benefits for employees.

Benefits

Medical, Dental, and Vision

Company sponsored Life Insurance

Voluntary Short-Term and Long-Term Disability Insurance

Paid Time Off

Internet Reimbursement

401k match

Qualifications

• 3+ years in SaaS technical customer service/support.
• Ability to diagnose and solve technical issues.
• Experience in handling escalated cases with urgency.

Responsibilities

• Provide ongoing technical support for existing customers.
• Resolve urgent customer escalations via phone, email, and chat.
• Document and track all customer issues.

Skills

Customer Support

Technical Troubleshooting

Communication

CRM Applications

Job description

FRONTSTEPS is the nation’s most comprehensive Community Management platform that simplifies how management companies and homeowner associations connect, operate, and optimize modern communities and management companies. With a focus on mobile-first technology and best-in-class user experiences, our platform makes it easy for community leaders to collaborate and drive prosperous communities and management companies.

At FRONTSTEPS, we know that we cannot build a community-focused platform without actively investing in our team. That’s why you’re here. Our internal FRONTSTEPS community is built upon talented people that get their hands dirty, engage in problem solving, and ultimately make our platform the most competitive service on the market.

REMOTE OPPORTUNITY

This role is eligible for remote work. FRONTSTEPS is authorized to do business in AZ, CO, CT, FL, GA, NC, OR, TX, SC, and WA. If you are not located in or able to work from a state where FRONTSTEPS is registered, we will not be able to consider you for this position.

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 Security and Community platform. To find success in this role, you must have strong business acumen, experience with supporting our umbrella of technology products and computer hardware, excellent communication skills and a track record of exceeding customer expectations. You will serve as the primary contact for resolving urgent customer escalations via phone, email, and chat.

ESSENTIAL FUNCTIONS

• Customer and technical support specific to our Security base products including including hardware management, remote hardware installation assistance, and user databases
• Assist with urgent and/or high-profile escalations
• Server access assistance
• Be a major resource for the rest of the team and support them as needed, which can include training and working through issues side by side
• Recognize and investigate trends to locate global issues
• 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
• Act as the next level of support to T1 and T2 to try to assist with issues before escalating further
• Follow up with clients and ensure scheduled call backs are made to clients when necessary
• Stays current with product, industry, and system changes, and 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
• Other duties as assigned

SKILLS & QUALIFICATIONS

• 3+ years in SaaS technical customer service / support setting
• Thoroughly understand, reproduce, and solve technical issues
• Expertise in at least one of our products while being proficient in another
• Improved understanding of our integration partners’ services and how they operate, as well as how they work with our product
• Intermediate knowledge of and ability to diagnose issues relating to backend system settings
• Ability to support customers via chat, email and phone with strong writing skills and excellent phone etiquette. Setting the pace for other team members to follow
• Handle escalated cases and customers 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
• Demonstrates proactive customer service as a core philosophy and is a strong team collaborator
• Thrives in agile environments, adapting to shifting priorities and managing multiple tasks / deadlines
• 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.

$21.63 - $25.96 an hour

This is a full-time position and pays an hourly rate of $21.63 - $25.96 per hour.

This position will remain open through 6/10/2025.

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.