Customer Support Specialist Tier 1

Funnel Leasing•Tampa, FL

1d•Hybrid

About The Position

Funnel Leasing Inc. is hiring for a Customer Support Specialist Tier 1. As a Customer Support Specialist Tier 1, you will be responsible for working directly with customers to answer questions and troubleshoot any of our supported software solutions and integrations professionally and courteously. Candidates for this position must be organized, detail-oriented, and self-motivated, with excellent listening and communication skills. Candidates must be able to analyze issues and translate their software knowledge into actionable directions customers can follow. This particular role is a hybrid, non-exempt position with an hourly pay range of $20.00–$25.00 (equivalent to $41,600–$52,000 annually). Support Specialists are expected to work onsite most days at our Tampa headquarters in Odessa, Florida with occasional remote work flexibility. We are currently prioritizing candidates based in the Tampa and surrounding areas. We are a U.S. SaaS company that centers our services on the renter experience. We develop amazing software that has revolutionized the #proptech industry. We have an amazing team that is on #FunnelFire! We have unlimited PTO, benefits that begin on your first day of employment, P.I.N.K. core values that ROCK, and our team puts the FUN in Funnel! Have you ever rented an apartment and wished the process could be better? At Funnel we do too. We know we need to make the process of renting an apartment as easy as purchasing socks on Amazon. We’ve created cloud-based marketing and leasing software that delivers the ultimate rental experience for everyone involved in the process. We’re in the process of transforming the real estate industry through cutting-edge technology built, sold, and supported by the most passionate people you’ll meet.

Requirements

Relevant Bachelor’s degree or equivalent, related experience.
1-3 years of experience in SaaS software customer support.
Working knowledge of G Suite applications.
Strong verbal and written communication skills.
Experience with ticket management systems such as Salesforce Service Cloud, Zendesk or a similar SaaS ticketing system.
The ability to receive and offer constructive feedback and work to maintain our company values and collaborative culture.
Ability to successfully follow defined processes and procedures
Strong customer service skills with the drive to provide the best customer experience with each interaction.
Organized, detail-oriented, and self-motivated, with the ability to work under pressure and attain pre-defined deadlines
The ability to effectively communicate through phone, chat, and email is required
Ability to work on multiple issues simultaneously in a fast-paced environment
Ability 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.
Ability to manage time effectively

Nice To Haves

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.

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.
Engages in the application of system analysis of software for best practices per technical documentation and provides 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.
Ability to draw conclusions from a set of information, and discriminate between useful and less useful details to solve problems or make decisions
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.
Must be willing to work off hour shifts including but not limited to weekends, evenings, overnight, and occasional holidays. Shifts may be rotational with other team members.
Create a culture of continuous improvement and learning for individual professional development
Foster collaboration within team and across the company
Performs other duties as assigned and modified at manager's discretion
Travel up to 5%