Customer Support Specialist Tier 2

Funnel Leasing Inc., is hiring for a Customer Support Specialist Tier 2. This role is an hourly non-exempt role that will be responsible for working directly with customers to answer questions and troubleshoot any of our supported software solutions and integrations professionally and courteously. Candidates for this position must be organized, detail-oriented, and self-motivated, with excellent listening and communication skills. Candidates must be able to analyze complex issues and translate their software knowledge into actionable directions customers can follow. This role reports to the Manager of Support.

Why Funnel?

We are a SaaS company that centers our services on the renter experience. We develop amazing software that has revolutionized the #proptech industry. And did we mention we have an amazing team that is on #FunnelFire!? Oh, did we forget to tell you we have unlimited PTO, benefits that begin on your first day of employment, P.I.N.K. core values that ROCK, and our team puts the FUN in Funnel!

Employees may be eligible for various benefits. Generally, we provide employee access to:

• 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

In addition to these benefits, we also offer

• Remote-first
• Uncapped Discretionary Time off
• Sick Leave
• 13 paid holidays
• One time remote work stipend
• Employee recognition program
• Employee-led Groups (ELG’s)

Who is Funnel Leasing?

Have you ever rented an apartment and wished the process could be better? At Funnel we do too. We know we need to make the process of renting an apartment as easy as purchasing socks on Amazon. We’ve created cloud-based marketing and leasing software that delivers the ultimate rental experience for everyone involved in the process. We’re in the process of transforming the real estate industry through cutting-edge technology built, sold, and supported by the most passionate people you’ll meet.

Click here to learn more about Funnel and our innovative team members across the country. 

The Customer Support Specialist Tier 2 essential roles and responsibilities include, but are not limited to the following:

Roles and responsibilities

• Interact with customers and end users to provide support via phone, email, and chat an 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 integrations based on their unique design and implementation of each customer.
• Identify and escalate trending issues and potential software defects to Leadership and Development.
• 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, and occasional holidays. Shifts may be rotational with other team members.
• Advanced troubleshooting skills to address complex technical issues.
• Proficiency in analyzing system logs, error messages, and diagnostic data.
• Adapting to ambiguous situations with limited context and effectively problem-solving despite uncertainties.

• Travel less than 5% of the time.
• Performs other duties as assigned and modified at manager's discretion

Education, Work Experience, and Certifications

•  2-4 years of related industry experience.
• 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 Knowledge Centered Support (KCS) 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. Our team is mostly remote, so we work hard to stay connected & you need to be a strong team player.
• Ability to successfully follow defined processes and procedures
• Strong customer service skills with the drive to provide the best customer experiencewith 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 
• Ability to work within a team environment and independently while maintaining a high level of efficiency.
• Proven ability to effectively diagnose and resolve complex customer issues, demonstrating strong troubleshooting skill sets in a customer support environment.
• Ability to manage time effectively

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Funnel, we are committed to building a proptech company that is as diverse as the multifamily industry we serve, and that means to not only live our inclusivity, but also to support and encourage it among all of society. If you are excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.

Equal Employment Opportunity

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 local, state, and federal laws, regulations, and ordinances.

Americans with Disabilities Act

Employees must be able to perform all essential job functions, with or without reasonable accommodation.

Job Responsibilities

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. Funnel may change the specific job duties with or without prior notice based on the needs of the organization.