Customer Support Specialist, Funnel
$25.00 - $27.00 / hr
More information about location
Renter-centric leasing platform
Be an early applicant
Renter-centric leasing platform
101-200 employees
Be an early applicant
$25.00 - $27.00 / hr
More information about location
101-200 employees
Company mission
To create the future rental experience and make the world a better place.
Role
Who you are
- Candidates for this position must be organized, detail-oriented, and self-motivated, with excellent listening and communication skills
- Candidates must be able to analyze complex issues and translate their software knowledge into actionable directions customers can follow
- 2-4 years of related industry experience
- Strong verbal and written communication skills
- Experience with ticket management systems such as Salesforce Service Cloud and Jira
- Experience or in-depth knowledge of the real estate / multifamily industry is a plus
- Experience in Knowledge Centered Support (KCS) or other support frameworks is a plus
- The ability to receive and offer constructive feedback and work to maintain our company values and collaborative culture. Our team is mostly remote, so we work hard to stay connected & you need to be a strong team player
- Ability to successfully follow defined processes and procedures
- Strong customer service skills with the drive to provide the best customer experiencewith each interaction
- Organized, detail-oriented, and self-motivated , with the ability to work under pressure
- And attain pre-defined deadlines
- The ability to effectively communicate through phone, chat , and email is required
- Ability to work on multiple issues simultaneously in a fast-paced environment
- Ability to work within a team environment and independently while maintaining a high level of efficiency
- Proven ability to effectively diagnose and resolve complex customer issues, demonstrating strong troubleshooting skill sets in a customer support environment
- Ability to manage time effectively
What the job involves
- Funnel Leasing Inc., is hiring for a Customer Support Specialist Tier 2. This role is an hourly non-exempt role that will be responsible for working directly with customers to answer questions and troubleshoot any of our supported software solutions and integrations professionally and courteously
- This role reports to the Manager of Support
- Interact with customers and end users to provide support via phone, email, and chat an answer user inquiries
- Document customer interaction, troubleshooting, and results clearly and concisely
- Engages in the application of system analysis of software for best practices per technical documentation and provides solutions based on a diagnosis of the problem
- Analyze, test, and modify Funnel software and integrations based on their unique design and implementation of each customer
- Identify and escalate trending issues and potential software defects to Leadership and Development
- Meet posted metrics for performance, including but not limited to case volume, CSAT, response, and SLA
- Contribute to knowledge methodology: Knowledge Centered Services (KCS) by creating articles and/or reviewing existing articles for accuracy
- Must be willing to work off hour shifts including but not limited to weekends, evenings, and occasional holidays. Shifts may be rotational with other team members
- Advanced troubleshooting skills to address complex technical issues
- Proficiency in analyzing system logs, error messages, and diagnostic data
- Adapting to ambiguous situations with limited context and effectively problem-solving despite uncertainties
- Performs other duties as assigned and modified at manager's discretion
Our take
The rental market is booming. At the same time, it is becoming more competitive and hard to navigate for both renters and leasing agents. Funnel’s B2B solution allows users to tap into the market as a whole, rather than having to compete against other rental platforms.
The company builds solutions for property management teams to help them better reach and communicate with customers, and ultimately close leases with more efficiency. Funnel actually began by helping landlords manage their rental portfolio, but its 2020 rebrand from Nestio saw it alter its tech offering to address the entire leasing chain instead.
Having secured promising funds, Funnel continues to grow its reach at enterprise and mid-market level across the US - smartly targeting these huge yet underserved sectors of the rental industry. It continues to add new features and integrations to keep its value sharp, reaching for further success in the future.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Unlimited PTO
- Work-from-anywhere policy
- Parental leave
- Inclusivity events
- Health, dental and vision
- 401(k) match
- Women of Funnel organization
- Funnel Pride organization
- Market-leading compensation
- Floating holidays
Company values
- Prosocial – Everyone sweeps the floor. We have an inclusive culture that leverages the strengths of our diverse talent to innovate and maximize good. Our success is dependent upon the collective energy, intelligence, and contributions of all team members. We are better together
- Integrity – Do the right thing always and in all ways. We are balanced, fair, and thoughtful in the way we approach all with whom we connect. We develop relationships that make a positive difference
- Novel – Change, with purpose. We set imaginative, bold, competitive goals and stretch to exceed them. Not bound by convention. We shun the incremental and go for the leap. We deliver “wow” through product and service. We seek to change the world
- Kick-A** – The will to win. We are passionate about our clients, team members, and community and will drive relentlessly to win for them. We act courageously and strategically to exceed expectations and shape a better future
Company HQ
Odessa Industrial Park, FL
Articles
Leadership
Tyler Christiansen
(CEO)Joined Funnel as CRO just before the company's rebrand. Then served as COO before being named as CEO in June 2020. Before Funnel, they were Senior Vice President of Sales at property management software provider Entrata.
Diversity, Equity & Inclusion at Funnel
- Funnel is committed to building a proptech company that is as diverse as the multifamily industry we serve, and that means working to not only live our inclusivity, but also to support and encourage it among all of society
- We believe:
- The more everyone can educate themselves, the better
- The world needs empathy, compassion, and openness. We all need to do our part to identify positive ways to speak up—and show up—to address these issues
- Equality and racial equity transcend economic or political ideology. These are issues grounded in basic human rights
- Addressing systemic racism demands immediate action and unwavering commitment to effect change
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