ESSENTIAL FUNCTIONS

　　Provide customer and technical support specializing in our community portal platforms and their relationships with our suite of products Manage multiple software products in the Community and SaaS ecosystemFurther training and support of Level 1 and 2 representatives as a product expertSubmit technical bug documentation through Azure and SalesforceWork closely with integration partners to resolve complex integration issuesCollaborate cross-functionally with multiple teams to support for the FRONTSTEPS product suiteSupport 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 Resolve technical issues escalated to you and coordinate with the development team Triage, assign, and escalate new cases to the most appropriate team memberCoordinate with the product team on new releasesCreate training documentation and resourcesStay current with product updates, industry trends, system changes and customer support best practices Other duties as assigned

　　SKILLS & QUALIFICATIONS

　　Bachelor's degree in business, computer science, information systems, liberal arts or related field or equivalent experience3+ years in SaaS technical customer service / support settingAbility to thoroughly understand, reproduce, and solve technical issues. This includes experience with troubleshooting hardware issues on the Windows operating systemBasic API proficiency requiredProficiency with HTML, CSS, and JavaAbility to think globally about different interacting systemsAbility to provide creative solutions to problems that need to be resolved without assistanceNeeds to be able to diagnose, document and reproduce complex issuesSupport customers via chat, email and phone with strong writing skills and excellent phone etiquetteHandle escalated cases and customers from the Support team with a high sense of urgency and follow throughPassionate about continual learning and sharing knowledgeExcellent troubleshooting skills, i.e. being able to solve issues remotelyEscalated technical troubleshooting support for customersAbility to communicate technical information to non-technical customersComfortable 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 ethicExcellent written and verbal communication skills Demonstrated use of CRM applications

　　$25 - $26.92 an hour

　　This position may be based remotely and pays and hourly rate of $25.00 - $26.92 per hour.

　　This role will remain open through January 15th, 2024.

　　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.