Customer Support Specialist Tier 2

Summary

Join Funnel Leasing Inc. as a Customer Support Specialist Tier 2 and provide exceptional support to our customers. This hourly, non-exempt role involves directly interacting with customers, troubleshooting software issues, and providing solutions. You will analyze complex problems, document interactions, and contribute to our knowledge base. Success requires strong communication, problem-solving, and technical skills. Funnel offers a remote-first work environment, unlimited PTO, and comprehensive benefits starting on your first day, including health, dental, vision, life, and disability insurance, as well as a retirement plan.

Requirements

• Have 2-4 years of related industry experience
• Possess strong verbal and written communication skills
• Have experience with ticket management systems such as Salesforce Service Cloud and Jira
• Have the ability to receive and offer constructive feedback and work to maintain our company values and collaborative culture
• Have the ability to successfully follow defined processes and procedures
• Possess strong customer service skills with the drive to provide the best customer experience with each interaction
• Be organized, detail-oriented, and self-motivated, with the ability to work under pressure and attain pre-defined deadlines
• Have the ability to effectively communicate through phone, chat, and email
• Have the ability to work on multiple issues simultaneously in a fast-paced environment
• Have the ability to work within a team environment and independently while maintaining a high level of efficiency
• Have a proven ability to effectively diagnose and resolve complex customer issues, demonstrating strong troubleshooting skill sets in a customer support environment
• Have the ability to manage time effectively

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
• Engage in the application of 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 integrations 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
• Be willing to work off-hour shifts including but not limited to weekends, evenings, and occasional holidays. Shifts may be rotational with other team members
• Utilize advanced troubleshooting skills to address complex technical issues
• Demonstrate proficiency in analyzing system logs, error messages, and diagnostic data
• Adapt to ambiguous situations with limited context and effectively problem-solve despite uncertainties
• Travel less than 5% of the time
• Perform other duties as assigned and modified at the manager's discretion

Preferred Qualifications

• Have experience or in-depth knowledge of the real estate/multifamily industry
• Have experience in Knowledge Centered Support (KCS) or other support frameworks

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
• Remote-first
• Uncapped Discretionary Time off
• Sick Leave
• 13 paid holidays
• One-time remote work stipend
• Employee recognition program
• Employee-led Groups (ELG’s)