Customer Support Specialist Level 1

Job Description

Job Description

Benefits:

• 401(k)
• 401(k) matching
• Competitive salary
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

Financial Software Solutions, LLC (FSS) is a fast-growing SaaS fintech company delivering innovative financial software to legal and trustee professionals. We are seeking a Customer Support Specialist – Level 1 who is passionate about delivering exceptional customer experiences through phone and digital support channels.

This is a customer-facing, non-technical role focused on issue intake, basic troubleshooting, customer education, and relationship building— not software development or coding.

The ideal candidate will have strong analytical skills, excellent MS Office skills, written and verbal communication, high customer service mentality and Excel/SQL server database analysis skills.

What You’ll Do

• Serve as the first point of contact for customers via phone (50%+ of the day), email, and chat
• Assist customers with platform questions, basic troubleshooting, and usage guidance
• Accurately document customer issues and requests in our internal issue-tracking system
• Set clear expectations around resolution timelines and provide proactive follow-up
• Deliver remote customer training sessions and webinars as needed
• Escalate complex issues appropriately and collaborate with internal teams
• Build strong customer relationships that support a zero-attrition mindset

What We’re Looking For

• 1–2 years of experience in SaaS customer support, help desk, or customer success
• Excellent phone presence, verbal communication, and active listening skills
• Strong problem-solving, critical thinking, and documentation abilities
• Comfortable using Microsoft Office and remote tools (Zoom, Teams, etc.)
• Associate degree or equivalent experience required; Bachelor’s degree preferred
• Professional, dependable, and customer-focused mindset
• Experience with database scripting is a plus (not required)
• Strong Analytical skills
• High Customer Service Mentality
• Excel/SQL server database analysis skills 

What Success Looks Like

• Execution: Accurate, timely, and high-quality customer support
• Teamwork: Strong collaboration with peers and internal partners
• Integrity: Trust-building through professionalism and accountability

Benefits & Perks (Full-Time Employees)

• Health and dental insurance
• 401(k) with up to 4% company match after one year
• Supportive, collaborative, close-knit team environment