Technical Support Representative - Security

| Greater Denver Area

JOIN THE TEAM

FRONTSTEPS is the #1 software platform for HOAs, Builders, Security & Patrol Experts, Realtors, and Homeowners. We deliver technologies that simplify how people build, connect, operate, and secure modern communities, with a diverse range of products and services.

Based in our Denver, CO headquarters location, in this position you’ll be responsible for the ongoing support of existing customers using our “legacy” products as well as helping recently onboarded customers get the most out of our industry-leading FRONTSTEPS Community platform. We are seeking a candidate with strong business acumen, experience with supporting Software-as-a-Service (SaaS) technology products and computer hardware, excellent communication skills and a track record of exceeding customer expectations. You will be the "go-to" person responsible for resolving our customer’s technical issues as you promptly respond via phone, email and/or chat platforms.

Job Responsibilities:

  • This role is the front-line customer and technical support specific to our Security products – this includes access management systems, visitor management, and user databases, and hardware associated to each
  • Support client questions and issues by gathering data about the problem they’re experiencing, analyzing their needs, then evaluating possible resolutions and implementing the best solution to meet the customer’s specific situation
  • Document and track all customer issues within the appropriate tracking system
  • Identify and escalate priority issues to appropriate resources (e.g., Rep II, Rep III, etc.)
  • Follow up with clients and ensure scheduled call backs are made to clients when necessary
  • Stay current with product updates, industry trends, system changes and customer support best practices
  • Remotely access the client’s computers and app stations for imaging, software installs, and troubleshooting
  • Provide a high level of customer support to all clientele at all times
  • Provide requested reports and summaries when applicable

Skills & Qualifications:

  • At least 1 to 3 years comparable customer support experience, preferably in a SaaS environment
  • Comfortable supporting software and hardware both remotely and directly.
  • Strong team player who understands that proactive customer service comes first before anything else
  • Natural problem solver who enjoys identifying solutions
  • Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames
  • Can work cross functionally with many people without being constrained by your job function
  • Collaborative, upbeat work ethic where you can take ownership and have fun
  • Excellent written and verbal communication skills
  • Demonstrated use of CRM applications
  • A basic understanding of the access control industry a plus but not required
  • A bachelor’s degree in business, computer science, information systems, liberal arts, or a related field preferred but not required
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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • RubyLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • RedisDatabases

Location

Our office is at 12th & Broadway near Civic Center. Tons of lunch options (Torchy's, Zep's, BurgerFi), a bus stop & a short walk from RTD at 16th & CA

An Insider's view of FRONTSTEPS

How does your team reward individual success?

We established a recognition program for our teams to acknowledge peer to peer award for individuals who go above and beyond. Plus, monthly & quarterly contests for gift cards & team lunch. FRONTSTEPS Managers are invested in seeing that we continue to provide a thriving, exciting, and supportive culture which focuses on innovation & growth.

Marina Vilaysane

Director of Operations

What projects are you most excited about?

I’m excited about the new platform that we’re launching. And we're building rich new customer experiences w/ some household brand names. We're clearly the leader in our industry, but we aren’t taking that for granted. Every client, resident & partner who sees our new products are super impressed. It’s a fun position to be in.

Matt DeWolf

Vice President of Product

What does career growth look like on your team?

At FRONTSTEPS, we all work together to build new products and solutions. Career growth is about working with the entire team around you to expand your knowledge base into new areas that may be out of your comfort zone. And the great thing that that we do this while delivering new, exciting products to the market.

Judy Jensen

VP of Product

How do you empower your team to be more creative?

My team has the freedom to make creative choices every day. And because the entire FRONTSTEPS leadership team shares this value and we all trust the fail forward concept, there's an atmosphere of entrepreneurship across departments. Ideas from everyone are celebrated, iterated upon, and ultimately implemented.

Eric Waldinger

Chief Marketing Officer

What is your vision for the company?

Our vision is to change the conversation around HOA software and be a catalyst in opening up communication between neighbors, HOA Boards and community associations. We are building more than a company, it’s truly an effort to develop a culture of growth and excellence as a team.

Jamie Clymer

CEO

What are FRONTSTEPS Perks + Benefits

FRONTSTEPS Benefits Overview

The benefits of working for FRONTSTEPS are endless! Joining our team means opportunities to be daring and innovative ... every day! You can be part of the engagement team and foster our cool culture with events, outings, and parties. We just rolled out an awesome new program that allows employees to recognize other employees for going the extra mile. Led by employees, for employees it's just one example of what it means to be a FRONTSTEPPER! Oh, and there are a ton of other benefits like health care and beer Fridays ... KEEP reading to find out.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Company-sponsored short and long term disability benefits.
Dental Benefits
The FRONTSTEPS plan covers 100% of preventative care. We have options that include orthodontia coverage.
Vision Benefits
Our competitive vision plan covers 100% of a basic exam, with a copay. Plus, contact lens and eyeglass frame benefits.
Health Insurance Benefits
FRONTSTEPS offers a PPO and a qualified high-deductible plan with FSA and HSA options.
Onsite Gym
The gym is clean and features stair masters, free weights, treadmills, and more ...
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
FRONTSTEPS dress code includes Hawaiian Shirt Day, Fan-dom Day, and Ugly Sweater Day. Oh, and all the other days, you can wear whatever is comfy and casual!
Commuter Benefits
RTD pass allowance is offered to all our employees!
Company Outings
Rockies games, ax throwing, bowling ... the FRONTSTEPS team is all about exploring and taking advantage of the cool stuff Denver has to offer!
Stocked Kitchen
Between ping pong games & foosball, there are snacks galore in our Cantina. Boulder chips, sun chips, granola bars, fruit snacks, and oatmeal. Fresh fruit replenished daily, bubbly water, and soda!
Happy Hours
Every Friday at 4:30!
Parking
Underground parking ... FRONTSTEPS pays a generous (and I mean, generous) portion of the cost to park in our building. No need to walk outside, eveh!
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement

Additional Perks + Benefits

Indoor, on-site parking and gym. Supportive environment. Fun, friendly atmosphere with start-up energy and plenty of adult leadership to drive success.

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