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

Consultant

• Act as an advisor and point of contact to assigned enterprise clients by providing product and services guidance; consultative services (based on technical knowledge and previous customer interactions) and project management and support throughout product implementation and ongoing adoption
• Develop substantial knowledge in the property management industry in order to engage meaningfully with enterprise level customers
• Gain a deep understanding of Funnel Leasing's software solutions and become a trusted expert in our product offerings.
• Partner and support an Enterprise Consultant I/II, providing operational support across active customer projects. Responsibilities will include managing and executing system administrative tasks within the Funnel software.
• Serve as the primary point of contact for enterprise customer technical escalations, supporting the facilitation of resolution.
• Collaborate closely with internal teams, including product, engineering, support, and finance, to ensure alignment and successful execution of customer initiatives.
• Develop and maintain strong relationships with key stakeholders at enterprise level client organizations, fostering long-term partnerships and driving customer trust and satisfaction.
• Ability to travel to customer sites (approx. 5% of the time) and independently lead in person discussions and presentations
• Create a culture of continuous improvement and learning
• Foster collaboration within team and across the company
• Embrace Funnel’s P.I.N.K core values

Customer Support Specialist, Tier 1

Associate Consultant