Funnel Leasing

Customer Support Specialist, Tier 1

Funnel Leasing

full-time

Posted on:

Origin:  • 🇺🇸 United States • Florida

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Salary

💰 $20 - $25 per hour

Job Level

Junior

Tech Stack

Cloud

About the role

  • 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%

Requirements

  • Multifamily Industry Experience
  • Relevant Bachelor’s degree or equivalent, related experience.
  • 1-3 years of experience in SaaS software customer support
  • Strong verbal and written communication skills
  • Experience with ticket management systems such as Salesforce Service Cloud and Jira
  • 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.
  • Ability to receive and offer constructive feedback and work to maintain 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
  • Organized, detail-oriented, and self-motivated, with the ability to work under pressure
  • Ability to effectively communicate through phone, chat, and email
  • Ability to work on multiple issues simultaneously in a fast-paced environment
  • Ability to work within a team environment and independently
  • Proven ability to effectively diagnose and resolve customer issues
  • Ability to manage time effectively