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.
• 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%.

Customer Support Specialist, Tier 1