Technical Support Specialist III

Summary

Join FRONTSTEPS as a Technical Support Specialist and provide ongoing technical support to our valued customers. You will be responsible for assisting customers with our Security and Community platform, resolving urgent escalations, and ensuring a positive customer experience. This remote opportunity requires strong technical skills, excellent communication, and a passion for problem-solving. You will collaborate with the team, investigate trends, and document customer issues. Success in this role demands expertise in our products, proficiency in troubleshooting, and the ability to communicate technical information clearly. The position offers competitive hourly pay and a comprehensive benefits package.

Requirements

• 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

Responsibilities

• 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

Benefits

• 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