Customer Support Specialist Tier 1

About the role

Funnel Leasing Inc. is hiring a Customer Support Specialist Tier 1 to join our dynamic team. This role involves direct interaction with customers to answer questions and troubleshoot software solutions.

Responsibilities

• Interact with customers and end users to provide support via phone, email, and chat and answer user inquiries.
• Document customer interaction, troubleshooting, and results clearly and concisely.
• Analyze system analysis of software for best practices per technical documentation and provide solutions based on a diagnosis of the problem.
• Analyze, test, and modify Funnel software and integration based on their unique design and implementation of each customer.
• Identify and escalate trending issues and potential software defects to Leadership and Development.
• Meet posted metrics for performance, including but not limited to case volume, CSAT, response, and SLA.
• Contribute to knowledge methodology: Knowledge Centered Services (KCS) by creating articles and/or reviewing existing articles for accuracy.
• Perform other duties as assigned and modified at manager's discretion.

Requirements

• Relevant Bachelor's degree or equivalent, related experience.
• 1-3 years of experience in SaaS software customer support.
• Strong verbal and written communication skills.
• Experience with ticket management systems such as Salesforce Service Cloud, Zendesk or a similar SaaS ticketing system.
• Experience or in-depth knowledge of the real estate / multifamily industry is a plus.
• Experience in ITIL, Knowledge Centered Support (KCS), HDI or other support frameworks is a plus.

Qualifications

• The ability to receive and offer constructive feedback and work to maintain our company values and collaborative culture.
• Able to work on multiple issues simultaneously in a fast-paced environment.
• Able to work within a team environment and independently while maintaining a high level of efficiency.
• Proven ability to effectively diagnose and resolve customer issues, demonstrating a strong troubleshooting skillset in a customer support environment.
• The ability to effectively communicate through phone, chat, and email is required.
• The ability to work off-hour shifts including but not limited to weekends, evenings, overnight, and occasional holidays.

Skills

• Organized, detail-oriented, and self-motivated.
• Ability to work under pressure and attain pre-defined deadlines.

Benefits

• Health insurance
• Dental and Vision insurance
• Company paid Life/AD&D
• Long-term Disability insurance
• Short-term Disability insurance
• Term Life insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Retirement Plan - 2% company match
• EAP

Pay

$20.00 - $25.00 per hour, equivalent to $41,600 - $52,000 annually.

Schedule

This role is a hybrid, non-exempt position with occasional remote work flexibility. Most days are spent onsite at our Tampa headquarters in Odessa, Florida.