POSITION OVERVIEW
The Tier 2 Customer Support Specialist resolves accounting and software issues for the community management companies that run their finances on FRONTSTEPS, working directly with customers by phone, email, and chat.
WHY THIS TEAM
We are a hard-working, customer-first team that shows up ready for a challenge every day. Our customers are the accountants, bookkeepers, and managers who run the finances for homeowner associations, and when their books don’t balance, we are the people who fix it. We are forward thinkers who use AI to amplify our work, and we treat support as a competitive sport: solve it fast, document it well, and move on to the next one. This is a customer-facing SaaS support role, not an IT help desk role, with a growth path toward Tier 3.
ESSENTIAL FUNCTIONS
Diagnosis and Resolution
- Own cases from first contact to resolution across phone, email, and chat.
- On every case, quickly pin down the reproduction steps, what is constant, what has changed, and which systems are involved.
- Troubleshoot accounting workflows, including AR, AP, bank reconciliation, lockbox, invoices, and 1099s, using our documentation, the knowledge base, and remote screen-share sessions.
- Perform basic SQL data lookups to research account and transaction data.
Queue and Escalation
- Keep your queue current by prioritizing on customer impact and updating customers proactively, so no case goes stale.
- Escalate to Tier 3 and engineering with complete, reproducible documentation so no one has to ask a follow-up question.
- Submit detailed bug reports in our engineering ticketing system.
Knowledge and Improvement
- Create and maintain internal and customer-facing knowledge articles.
- Flag recurring issues to Tier 3 and team leadership.
- Partner with vendors and internal teams to resolve integration issues.
- Other duties as assigned.
WHAT SUCCESS LOOKS LIKE
- Cases are resolved at Tier 2 whenever documentation and tools allow it.
- Escalations arrive at Tier 3 complete, with reproduction steps and data already gathered.
- Your queue stays current, with no stale cases.
- Customers receive clear explanations they can act on.
- The knowledge base is stronger because of your work.
SKILLS AND QUALIFICATIONS
Required:
- 3 to 5 years in customer-facing support for a SaaS or software company. IT help desk, desktop support, or network administration experience on its own does not meet this requirement.
- Strong troubleshooting skills, including the ability to tell whether an issue comes from user error, account setup, or the product itself.
- Clear writing and excellent phone presence, with the ability to explain technical and accounting concepts to non-technical customers.
- Basic SQL proficiency for data lookups.
- Experience in a CRM or case management system such as Salesforce.
- Comfort using AI tools to work faster and smarter.
Preferred:
- Experience supporting accounting, payments, or finance software.
- Working knowledge of AR, AP, or bank reconciliation.
- HOA, community association, or property management accounting experience.
- Strong Excel skills for reviewing reports and data exports.
CORE COMPETENCIES
- Urgency: Treats every customer issue as time-sensitive.
- Ownership: Solves it rather than hands it off, and knows when escalation is the right call.
- Curiosity: Asks the right questions before jumping to a fix.
- Clear Communication: Writes and speaks so customers understand the first time.
- Continuous Learning: Keeps pace as the product and industry evolve.
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).
Benefits for Full Time roles include the following:
· 100% company paid onsite employee parking
· 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
· 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.