Customer Support Specialist, Tier 1

Funnel Leasing

Customer Support Specialist providing phone, email, and chat support for SaaS solutions. Analyzing customer issues and contributing to continuous improvement within the team.

Posted 5/27/2026full-timeTampa • Florida • 🇺🇸 United StatesJuniorMid-Level💰 $41,600 - $52,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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%.

Requirements

What you’ll need

Relevant Bachelor’s degree or equivalent, related experience.
1-3 years of experience in SaaS software customer support.
Working knowledge of G Suite applications.
Experience with ticket management systems such as Salesforce Service Cloud, Zendesk or a similar SaaS ticketing system.
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.
The ability to receive and offer constructive feedback and work to maintain our 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 with each interaction.
Organized, detail-oriented, and self-motivated, with the ability to work under pressure and attain pre-defined deadlines.
The ability to effectively communicate through phone, chat, and email is required.
Ability to work on multiple issues simultaneously in a fast-paced environment.
Proven ability to effectively diagnose and resolve customer issues.

Benefits

Comp & perks

Health insurance
Dental and Vision insurance
Company paid Life/AD&D
Long-term Disability insurance
Short-term Disability insurance
Term Life insurance
Flexible Spending Account (FSA)
Health Savings Account (HSA)
Retirement Plan - 2% company match
EAP
Uncapped Discretionary Time off
Sick Leave
14 paid holidays
One time remote work stipend
Employee recognition program
Employee-led Groups (ELG’s)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SaaS software customer supportsystem analysisFunnel software modificationticket management systemsITILKnowledge Centered Support (KCS)HDItroubleshootingperformance metrics analysiscustomer issue diagnosis

Soft Skills

customer servicecollaborationorganizational skillsdetail-orientedself-motivatedcommunicationproblem-solvingconstructive feedbacktime managementadaptability