Customer Support Tier II

POSITION OVERVIEW 
FRONTSTEPS, the leader in HOA software, is seeking a highly motivated and tenacious Customer Support Tier II - Caliber specialist to join our team in Denver, CO. This is a career-track role for individuals who find genuine fulfillment in diagnosing and resolving backend platform functionality issues for our customers using our industry-leading Caliber Accounting platform.

The core of this role is not writing code, but masterful problem resolution. You will be the "go-to" resource responsible for resolving backend product issues by expertly leveraging our internal knowledge base, established documentation, and collaborative team resources. We are looking for individuals who view customer support as a competitive sport—solving the problem quickly, documenting the outcome thoroughly, and moving on to the next challenge.

Location: This is a full-time, in-office position based out of our Denver, CO headquarters.

ESSENTIAL FUNCTIONS & RESOLUTION FOCUS 

• Promptly respond to and manage high-priority customer inquiries via phone, email, and chat platforms, focusing on resolving backend issues related to our accounting platform.
• Systematically address client issues by gathering data, analyzing needs, researching resolutions using established documentation and internal knowledge, and selecting and implementing the best solution.
• Triage, assign, and accurately escalate complex or unresolved cases to the appropriate engineering or product team members, providing flawless documentation of all troubleshooting steps.
• Perform necessary data lookups for troubleshooting backend product issues (including basic SQL usage) to support resolution and regulatory compliance.
• Submit detailed and accurate software bug documentation using our tracking system (e.g., Visual Studio Team Services ticket creation).
• Work closely with partner vendors and cross-functional teams to resolve integration issues and support the broader FRONTSTEPS product suite.
• Actively create, update, and maintain internal and customer-facing training documentation and knowledge resources.
• Other duties as requested by management.

ATTRIBUTES, SKILLS & CAREER MINDSET 
This role is for individuals seeking a long-term career path in SaaS Customer Support.

Required Mindset:

• Demonstrated competitive drive to quickly and thoroughly resolve complex customer issues rather than relying on others to fix the problem.
• Excellent troubleshooting skills, specifically the ability to diagnose, document, and reproduce complex issues using internal documentation and the knowledge base as primary tools.
• Ability to handle escalated cases with a high sense of urgency and relentless follow-through.
• Passionate about continual learning and staying current with product updates and industry trends.

Required Qualifications:

• 3+ years in a Customer Service/Support setting for a Software-as-a-Service (SaaS) company. Prior experience supporting Accounting or Payments products is highly preferred.
• Ability to think globally about different interacting systems and provide creative solutions to problems within established processes.
• Strong writing skills and excellent phone etiquette to communicate complex technical information clearly to non-technical customers.
• Comfortable supporting software both remotely and directly. Basic SQL proficiency is required to perform data lookups and troubleshooting; however, this is a support role, not an engineering role.
• Demonstrated use of CRM and case tracking applications.

PAY RANGE & DESCRIPTION
This position will be based full-time out of our FRONTSTEPS' Denver, CO headquarters and pays $26.45 - $33.66 per hour (the equivalent of $55,000 - $70,000 per year).