Customer Support Specialist Level 1

Financial Software Solutions, LLC (FSS) is a fast-growing SaaS fintech company delivering innovative financial software to legal and trustee professionals. We are seeking a Customer Support Specialist – Level 1 who is passionate about delivering exceptional customer experiences through phone and digital support channels.

This is a customer-facing, non-technical role focused on issue intake, basic troubleshooting, customer education, and relationship building—not software development or coding.

• 401(k)
• 401(k) matching
• Competitive salary
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

• Serve as the first point of contact for customers via phone (50%+ of the day), email, and chat
• Assist customers with platform questions, basic troubleshooting, and usage guidance
• Accurately document customer issues and requests in our internal issue-tracking system
• Set clear expectations around resolution timelines and provide proactive follow-up
• Deliver remote customer training sessions and webinars as needed
• Escalate complex issues appropriately and collaborate with internal teams
• Build strong customer relationships that support a zero-attrition mindset

• 1–2 years of experience in SaaS customer support, help desk, or customer success
• Excellent phone presence, verbal communication, and active listening skills
• Strong problem-solving, critical thinking, and documentation abilities
• Comfortable using Microsoft Office and remote tools (Zoom, Teams, etc.)
• Associate degree or equivalent experience required;
  Bachelor’s degree preferred
• Professional, dependable, and customer-focused mindset
• Experience with database scripting is a plus (not required)

• Execution:
  Accurate, timely, and high-quality customer support
• Teamwork:
  Strong collaboration with peers and internal partners
• Integrity:
  Trust-building through professionalism and accountability

• Health and dental insurance
• 401(k) with up to 4% company match after one year
• Supportive, collaborative, close-knit team environment