Funnel Leasing

Customer Support

• 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
• Apply system analysis of software for best practices per technical documentation and provide solutions
• Analyze, test, and modify Funnel software and integrations based on customer design and implementation
• Identify and escalate trending issues and potential software defects to Leadership and Development
• Draw conclusions from information and discriminate between useful and less useful details to solve problems
• Meet posted metrics for performance, including case volume, CSAT, response, and SLA
• Contribute to Knowledge Centered Services (KCS) by creating or reviewing knowledge articles
• Must be willing to work off hour shifts including weekends, evenings, overnight, and occasional holidays
• Create a culture of continuous improvement and learning
• Foster collaboration within team and across the company
• Perform other duties as assigned
• Travel up to 5%

Customer Support Specialist, Tier 1