Customer Support Specialist Tier 1

Overview

Funnel Leasing Inc. is hiring for a Customer Support Specialist Tier 1. This role involves working directly with customers to answer questions and troubleshoot our software solutions and integrations, professionally and courteously. Candidates should be organized, detail-oriented, self-motivated, with excellent listening and communication skills. They must be able to analyze issues and translate software knowledge into actionable directions for customers.

$41,600.00/yr - $52,000.00/yr

Location/Work Arrangement: This is a hybrid, non-exempt position with an hourly pay range of $20.00-$25.00 (equivalent to $41,600-$52,000 annually). Support Specialists are expected to work onsite most days at our Tampa headquarters in Odessa, Florida, or from a designated office space in Dallas, TX, with occasional remote work flexibility. We are prioritizing candidates based in the Tampa or Dallas areas.

• 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 based on diagnosis
• Analyze, test, and modify Funnel software and integrations based on each customer’s 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 or make decisions
• Meet posted performance metrics, including case volume, CSAT, response, and SLA
• Contribute to Knowledge Centered Services (KCS) by creating or reviewing knowledge articles for accuracy
• Willingness to work off-hour shifts including weekends, evenings, overnight, and occasional holidays; shifts may be rotational
• Foster a culture of continuous improvement and learning; collaborate within the team and across the company
• Other duties as assigned
• Travel up to 5%

• Multifamily industry experience
• Bachelor’s degree or equivalent experience
• 1-3 years of experience in SaaS software customer support
• Strong verbal and written communication skills
• Experience with ticketing systems such as Salesforce Service Cloud and Jira
• Experience or knowledge of real estate / multifamily industry is a plus
• Experience in ITIL, Knowledge Centered Support (KCS), HDI, or other support frameworks is a plus
• Ability to follow defined processes and procedures; strong team player in a mostly remote environment
• Strong customer service focus and the ability to handle multiple issues in a fast-paced environment
• Excellent time management and ability to meet deadlines
• Proficiency in communicating effectively via phone, chat, and email

• Health, dental, and vision insurance
• Company-paid Life/AD&D
• Long-term and Short-term disability insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• Retirement plan with company match
• EAP and other employee assistance programs
• Uncapped discretionary time off; 13 paid holidays
• One-time remote work stipend; employee recognition programs

Funnel provides equal employment opportunities to all qualified individuals without regard to race, creed, color, citizenship, religion, national origin, age, sex, familial or marital status, pregnancy, military or veteran status, sexual orientation, gender identity or expression, genetic information, disability, or any other legally-protected status in accordance with applicable laws.

Funnel Leasing Inc. is not engaging staffing or recruitment firms for this role. Applicants should apply directly to the position posting.