Customer Support Specialist, Funnel
Tier 1
$21.00 - $26.00 / hr
Travel up to 5%
Renter-centric leasing platform
Be an early applicant
Renter-centric leasing platform
101-200 employees
Be an early applicant
$21.00 - $26.00 / hr
Travel up to 5%
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
- Multifamily Industry Experience
- Relevant Bachelor’s degree or equivalent, related experience
- 1-3 years of experience in SaaS software customer support
- 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 ITIL, Knowledge Centered Support (KCS), HDI 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 experience with 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 customer issues, demonstrating a strong troubleshooting skillset in a customer support environment
- Ability to manage time effectively
What the job involves
- 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 able to analyze issues and translate their software knowledge into actionable directions customers can follow
- 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
- 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 integration based on their unique design and implementation of each customer
- Identify and escalate trending issues and potential software defects to Leadership and Development
- Ability to 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 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, 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
- Performs other duties as assigned and modified at manager's discretion
Our take
With the rental market booming, but simultaneously becoming ever more competitive and hard to navigate for both renters and leasing agents, Funnel’s B2B solution strategy 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 has been around since 2010, when it was known as Nestio and focused on helping landlords manage their rental portfolio. However, a 2020 rebrand as Funnel saw the company alter its tech offering to address the entire leasing chain, which appears to have been a good move.
Having secured funding led by RET Ventures, the company is aiming to grow its reach at enterprise and mid-market level across the US – two of the largest, yet most underserved, sectors of the rental industry. Funnel is committed to continually innovating leasing. Over 2022, it has rolled out an optimised toolset allowing leases to be rapidly expedited, as part of a partnership with Essex Property Trust. Furthermore, its integrations with multifamily automation platform PERQ and mobile app developer Tour24 suggest continued innovation is in the works.
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 Chief Revenue Officer in 2019 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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