Customer Support Specialist Tier 1

Funnel Leasing Inc. is hiring for a Customer Support Specialist Tier 1 As a Customer Support Specialist Tier 1 , you 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 must be organized, detail-oriented, self-motivated, with excellent listening and communication skills, and able to analyze issues and translate their software knowledge into actionable directions customers can follow. This hybrid, non‑exempt position has 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, with occasional remote work flexibility. We are prioritizing candidates based in the Tampa and surrounding areas. Why Funnel? We are a U.S. SaaS company that centers our services on the renter experience. We develop cloud‑based marketing and leasing software that delivers the ultimate rental experience for everyone involved in the process. We have unlimited PTO, benefits that begin on your first day of employment, and a culture that champions our core values. Who is Funnel Leasing? We are transforming the real estate industry through cutting‑edge technology built, sold, and supported by passionate people. Customer Support Associate Tier 1's essential roles and responsibilities 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 Engage in the application of system analysis of software for best practices per technical documentation and provide solutions based on a diagnosis of the problem Analyze, test, and modify Funnel software and integration based on each customer’s unique design and implementation Identify andescalate trending issues and potential software defects to Leadership and Development Draw conclusions from a set of information and discriminate between useful and less useful details to solve problems or make decisions Meet posted metrics for performance, including but not limited to case volume, CSAT, response, and SLA Contribute to Knowledge Centered Services (KCS) by creating articles and/or reviewing existing articles for accuracy Willing to work off‑hour shifts including weekends, evenings, overnight, and occasional holidays; shifts may be rotational with other team members Create a culture of continuous improvement and learning for individual professional development Foster collaboration within team and across the company Perform other duties as assigned and modified at manager’s discretion Travel up to 5% Education, Work Experience, Knowledge, and Certifications Relevant Bachelor’s degree or equivalent, related experience 1–3 years of experience in SaaS software customer support Working knowledge of G Suite applications Strong verbal and written communication skills Experience with ticket management systems such as Salesforce Service Cloud, Zendesk, or a similar SaaS ticketing system Experience or in‑depth knowledge of the real estate/multifamily industry is a plus Experience in ITIL, Knowledge Centered Support (KCS), HDI, or other support frameworks is a plus Ability to receive and offer constructive feedback and work to maintain company values and collaborative culture Ability to follow defined processes and procedures Strong customer service skills with the drive to provide the best customer experience with each interaction Organized, detail‑oriented, and self‑motivated, able to work under pressure and meet predefined deadlines Effective communication through phone, chat, and email is required Work on multiple issues simultaneously in a fast‑paced environment Work within a team environment and independently while maintaining a high level of efficiency Proven ability to diagnose and resolve customer issues, demonstrating strong troubleshooting skillset in a customer support environment Manage time effectively 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 Employee must be able to perform all essential job functions, with or without reasonable accommodation. Job Responsibilities Summary 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 a detailed description of all the work requirements. Funnel may change the specific job duties with or without prior notice based on the needs of the organization. Benefits 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 Uncapped discretionary time off Sick leave 14 paid holidays One time remote work stipend Employee recognition program Employee‑led groups (ELG’s) #J-18808-Ljbffr Funnel Leasing