At FRONTSTEPS, we don’t just build software—we empower communities to thrive. As the nation’s most comprehensive Community Management platform, we simplify how management companies and homeowner associations connect, operate, and optimize their communities. With cutting-edge technology and a relentless focus on user experience, we create solutions that help community leaders collaborate and succeed.

But technology is only as strong as the people behind it. That’s where you come in.

We’re not for everyone—only those who are ready to step up, dive in, and own their impact. Our team is built on championship-level talent, a winning mindset, and the drive to solve complex problems. At FRONTSTEPS, we challenge each other, push boundaries, and build industry-leading solutions together. If you’re looking for a place to grow, make a difference, and be part of something bigger, this is it.

POSITION OVERVIEW

In this position you’ll be responsible for the ongoing technical support of existing customers using our products as well as helping recently onboarded customers get the most out of our industry-leading FRONTSTEPS . We are seeking a candidate with strong business acumen, experience with supporting Software-as-a-Service (SaaS) technology products and computer hardware, excellent communication skills and a track record of exceeding customer expectations. You will be part of a team responsible for resolving our customer’s technical issues as you promptly respond via phone, email and/or chat platforms.

ESSENTIAL FUNCTIONS

Customer and technical support specific to our products including maintenance tools, email management, accounting integrations, and user databases

Assist with urgent and/or high-profile escalations

Be a major resource for the rest of the team and support them as needed, which can include training and working through issues side by side

Recognize and investigate trends to locate global issues

Support client questions and issues by gathering data about the problem they are experiencing, analyzing their needs, then evaluating possible resolutions and implementing the best solution to meet the customer’s specific situation

Document and track all customer issues within the appropriate tracking system

Act as the next level of support to T1 to try to assist with issues before escalating further

Follow up with clients and ensure scheduled call backs are made to clients when necessary

Stay current with product updates, industry trends, system changes and customer support best practices

Remotely access the client's computers for additional troubleshooting

Provide a high level of customer support to all clientele at all times

Other duties as assigned

SKILLS & QUALIFICATIONS

BA / BS degree or equivalent work experience preferred

1 – 2 years in SaaS technical customer service / support setting

1 – 2 years of accounting or industry related experience

Intermediate accounting skills and experience in a professional setting

Familiarity SQL and SSMS and the ability to confidently perform CRUD operations on the database

Familiarity with REST APIs a plus

Thoroughly understand, reproduce, and solve technical issues

Intermediate knowledge of and ability to diagnose issues relating to backend system settings

Ability to support customers via chat, email and phone with strong writing skills and excellent phone etiquette

Understanding of how to handle escalated cases and customers from the Support team with a high sense of urgency and follow through

Passionate about continual learning and sharing knowledge with a leadership mentality.

Excellent troubleshooting skills

Escalated technical troubleshooting support for customers

Communicate technical information to non-technical customers

Comfortable supporting software both remotely and directly

Strong team player who understands that proactive customer service comes first before anything else

Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames

Ability to work cross functionally with many people without being constrained by your job function

Collaborative, upbeat work ethic where you can take ownership and have fun

Excellent written and verbal communication skills

Demonstrated use of CRM applications

Additional Information

This position will remain open through March 31st, 2025, but may remain open longer until a qualified candidate is selected.

Benefits include the following:

· Medical, Dental, and Vision

· Company sponsored Life Insurance

· Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance

· FSA/HSA

· Paid Time Off

· Sick Time

· Internet Reimbursement

· 401k match

FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status.

Compensation

This is a full-time, in office position working in Denver, CO. and pays and hourly rate of $20.19 - $22.12.

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FRONTSTEPS

Tired of Manually Applying to Jobs?

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Customer Support Tier II _ Caliber (Onsite)

Meet JobCopilot: Your Personal AI Job Hunter

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