POSITION OVERVIEW 

The Customer Support Tier II – Caliber role is responsible for the ongoing technical support of existing customers using our products as well as helping customers get the most out of our industry-leading Accounting platform. This role will be a team resource for questions and critical issues.  
 
The ideal Customer Support Tier II - Caliber candidate will have strong business acumen, experience with supporting Software-as-a-Service (SaaS) technology products and computer hardware, excellent communication skills and a track record of exceeding customer expectations. This role is the "go-to" role responsible for resolving our customer’s technical issues as you promptly respond via phone, email and/or chat platforms.     

ESSENTIAL FUNCTIONS 

• Provides customer and technical support specific to our accounting platform  

• Manages multiple software/hardware products in the Accounting and SaaS ecosystem 

• Mentors Level 1 and 2 representatives as a product expert 

• Submits technical bug documentation to the appropriate place (Visual Studio Team Services ticket creation) 

• Performs data lookups for troubleshooting technical issues (including using SQL) 

• Works closely with partner vendors to resolve complex integration issues 

• Trains and supports third-party IT specialists to resolve and update software residing on customer’s premises 

• Collaborates cross-functionally with multiple teams to support the FRONTSTEPS product suite  

• Addresses 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  

• Documents and tracks all customer issues within the appropriate tracking system    

• Resolves technical issues escalated to the Technical Specialist and coordinate with the development team   

• Triages, assigns, and escalates new cases to the most appropriate team member 

• Coordinates with the product team on new releases and hardware changes 

• Creates training documentation and resources 

• Stays current with product updates, industry trends, system changes and customer support best practices    

• Performs other duties as assigned 

SKILLS & QUALIFICATIONS 

• Bachelor’s degree in accounting, business, computer science, information systems, or related field or equivalent experience 6+ years in SaaS technical customer service / support setting preferred 

• 3+ years in SaaS technical customer service / support setting 

• 1 – 2 years of Accounting experience preferred 

• Thoroughly understand, reproduce, and solve technical issues. This includes experience with troubleshooting hardware issues on the Windows operating system  

• Basic SQL proficiency required 

• Needs to be able to think globally about different interacting systems 

• Needs to be able to provide creative solutions to problems that need to be resolved without assistance 

• Needs to be able to diagnose, document and reproduce complex issues 

• Product expert on Caliber product 

• Support customers via chat, email and phone with strong writing skills and excellent phone etiquette 

• Handle escalated cases and customers from the Support team with a high sense of urgency and follow through 

• Passionate about continual learning and sharing knowledge 

• Excellent troubleshooting skills, i.e. being able to solve issues remotely 

• Escalated technical troubleshooting support for customers 

• Communicate technical information to non-technical customers 

• Comfortable 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 ethic 

• Excellent written and verbal communication skills    

• Demonstrated use of CRM applications   

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, marital status, protected veteran status, or disability status.