Customer Support Tier II (Onsite)

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  "active_status": "active"
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    "city": "Denver",
    "region": "CO",
    "country": "United States",
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  "inferred_at": "2026-06-06T10:46:24.753Z",
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    "heading": "Customer Support Tier II (Onsite)",
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    "description_html": "<p><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\"><b>POSITION OVERVIEW </b></span><br><span style=\"line-height:115%;\">FRONTSTEPS, the leader in HOA software, is seeking a highly motivated and tenacious Customer Support Tier II - Caliber specialist to join our team in Denver, CO. This is a career-track role for individuals who find genuine fulfillment in diagnosing and resolving backend platform functionality issues for our customers using our industry-leading Caliber Accounting platform.</span><br><br><span style=\"line-height:115%;\">The core of this role is not writing code, but masterful problem resolution. You will be the \"go-to\" resource responsible for resolving backend product issues by expertly leveraging our internal knowledge base, established documentation, and collaborative team resources. We are looking for individuals who view customer support as a competitive sport—solving the problem quickly, documenting the outcome thoroughly, and moving on to the next challenge.</span><br><br><span style=\"line-height:115%;\"><b>Location:</b> This is a full-time, in-office position based out of our Denver, CO headquarters.</span><br><br><span style=\"line-height:115%;\"><b>ESSENTIAL FUNCTIONS & RESOLUTION FOCUS </b></span></span></span></p><ul><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Promptly respond to and manage high-priority customer inquiries via phone, email, and chat platforms, focusing on resolving backend issues related to our accounting platform.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Systematically address client issues by gathering data, analyzing needs, researching resolutions using established documentation and internal knowledge, and selecting and implementing the best solution.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Triage, assign, and accurately escalate complex or unresolved cases to the appropriate engineering or product team members, providing flawless documentation of all troubleshooting steps.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Perform necessary data lookups for troubleshooting backend product issues (including basic SQL usage) to support resolution and regulatory compliance.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Submit detailed and accurate software bug documentation using our tracking system (e.g., Visual Studio Team Services ticket creation).</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Work closely with partner vendors and cross-functional teams to resolve integration issues and support the broader FRONTSTEPS product suite.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Actively create, update, and maintain internal and customer-facing training documentation and knowledge resources.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Other duties as requested by management.</span></span></span></li></ul><br><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\"><b>ATTRIBUTES, SKILLS & CAREER MINDSET </b></span><br><span style=\"line-height:115%;\">This role is for individuals seeking a long-term career path in SaaS Customer Support.</span><br><br><span style=\"line-height:115%;\"><b>Required Mindset:</b></span></span></span><ul><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Demonstrated competitive drive to quickly and thoroughly resolve complex customer issues rather than relying on others to fix the problem.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Excellent troubleshooting skills, specifically the ability to diagnose, document, and reproduce complex issues using internal documentation and the knowledge base as primary tools.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Ability to handle escalated cases with a high sense of urgency and relentless follow-through.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Passionate about continual learning and staying current with product updates and industry trends.</span></span></span></li></ul><br><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\"><b>Required Qualifications:</b></span></span></span><ul><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">3 - 5 years in a Customer Service/Support setting for a Software-as-a-Service (SaaS) company. Prior experience supporting Accounting or Payments products is highly preferred.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Ability to think globally about different interacting systems and provide creative solutions to problems within established processes.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Strong writing skills and excellent phone etiquette to communicate complex technical information clearly to non-technical customers.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Comfortable supporting software both remotely and directly. Basic SQL proficiency is required to perform data lookups and troubleshooting; however, this is a support role, not an engineering role.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Demonstrated use of CRM and case tracking applications.</span></span></span></li></ul><div align=\"center\" style=\"text-align:center;\"><hr align=\"center\" size=\"2\" width=\"100%\"></div><p><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\"><b>PAY RANGE & DESCRIPTION</b></span><br><span style=\"line-height:115%;\">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).</span></span></span><br> </p><p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\"><strong>Benefits for Full Time roles include the following:</strong></span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Medical, Dental, and Vision</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Company-sponsored Life Insurance</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· FSA/HSA</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Paid Time Off</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Sick Time</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Paid covered employee parking</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· 401k match</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">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.</span></span></p>",
    "description_text": "POSITION OVERVIEW\n FRONTSTEPS, the leader in HOA software, is seeking a highly motivated and tenacious Customer Support Tier II - Caliber specialist to join our team in Denver, CO. This is a career-track role for individuals who find genuine fulfillment in diagnosing and resolving backend platform functionality issues for our customers using our industry-leading Caliber Accounting platform.\n The core of this role is not writing code, but masterful problem resolution. You will be the \"go-to\" resource responsible for resolving backend product issues by expertly leveraging our internal knowledge base, established documentation, and collaborative team resources. We are looking for individuals who view customer support as a competitive sport—solving the problem quickly, documenting the outcome thoroughly, and moving on to the next challenge.\n Location: This is a full-time, in-office position based out of our Denver, CO headquarters.\n ESSENTIAL FUNCTIONS & RESOLUTION FOCUS\n Promptly respond to and manage high-priority customer inquiries via phone, email, and chat platforms, focusing on resolving backend issues related to our accounting platform.\n Systematically address client issues by gathering data, analyzing needs, researching resolutions using established documentation and internal knowledge, and selecting and implementing the best solution.\n Triage, assign, and accurately escalate complex or unresolved cases to the appropriate engineering or product team members, providing flawless documentation of all troubleshooting steps.\n Perform necessary data lookups for troubleshooting backend product issues (including basic SQL usage) to support resolution and regulatory compliance.\n Submit detailed and accurate software bug documentation using our tracking system (e.g., Visual Studio Team Services ticket creation).\n Work closely with partner vendors and cross-functional teams to resolve integration issues and support the broader FRONTSTEPS product suite.\n Actively create, update, and maintain internal and customer-facing training documentation and knowledge resources.\n Other duties as requested by management.\n ATTRIBUTES, SKILLS & CAREER MINDSET\n This role is for individuals seeking a long-term career path in SaaS Customer Support.\n Required Mindset: Demonstrated competitive drive to quickly and thoroughly resolve complex customer issues rather than relying on others to fix the problem.\n Excellent troubleshooting skills, specifically the ability to diagnose, document, and reproduce complex issues using internal documentation and the knowledge base as primary tools.\n Ability to handle escalated cases with a high sense of urgency and relentless follow-through.\n Passionate about continual learning and staying current with product updates and industry trends.\n Required Qualifications: 3 - 5 years in a Customer Service/Support setting for a Software-as-a-Service (SaaS) company. Prior experience supporting Accounting or Payments products is highly preferred.\n Ability to think globally about different interacting systems and provide creative solutions to problems within established processes.\n Strong writing skills and excellent phone etiquette to communicate complex technical information clearly to non-technical customers.\n Comfortable supporting software both remotely and directly. Basic SQL proficiency is required to perform data lookups and troubleshooting; however, this is a support role, not an engineering role.\n Demonstrated use of CRM and case tracking applications.\n PAY RANGE & DESCRIPTION\n 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).\n Benefits for Full Time roles include the following:\n · Medical, Dental, and Vision\n · Company-sponsored Life Insurance\n · Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance\n · FSA/HSA\n · Paid Time Off\n · Sick Time\n · Paid covered employee parking\n · 401k match\n 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.",
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      "datePosted": "2026-03-18",
      "description": "<p><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\"><b>POSITION OVERVIEW </b></span><br><span style=\"line-height:115%;\">FRONTSTEPS, the leader in HOA software, is seeking a highly motivated and tenacious Customer Support Tier II - Caliber specialist to join our team in Denver, CO. This is a career-track role for individuals who find genuine fulfillment in diagnosing and resolving backend platform functionality issues for our customers using our industry-leading Caliber Accounting platform.</span><br><br><span style=\"line-height:115%;\">The core of this role is not writing code, but masterful problem resolution. You will be the \"go-to\" resource responsible for resolving backend product issues by expertly leveraging our internal knowledge base, established documentation, and collaborative team resources. We are looking for individuals who view customer support as a competitive sport—solving the problem quickly, documenting the outcome thoroughly, and moving on to the next challenge.</span><br><br><span style=\"line-height:115%;\"><b>Location:</b> This is a full-time, in-office position based out of our Denver, CO headquarters.</span><br><br><span style=\"line-height:115%;\"><b>ESSENTIAL FUNCTIONS & RESOLUTION FOCUS </b></span></span></span></p><ul><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Promptly respond to and manage high-priority customer inquiries via phone, email, and chat platforms, focusing on resolving backend issues related to our accounting platform.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Systematically address client issues by gathering data, analyzing needs, researching resolutions using established documentation and internal knowledge, and selecting and implementing the best solution.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Triage, assign, and accurately escalate complex or unresolved cases to the appropriate engineering or product team members, providing flawless documentation of all troubleshooting steps.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Perform necessary data lookups for troubleshooting backend product issues (including basic SQL usage) to support resolution and regulatory compliance.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Submit detailed and accurate software bug documentation using our tracking system (e.g., Visual Studio Team Services ticket creation).</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Work closely with partner vendors and cross-functional teams to resolve integration issues and support the broader FRONTSTEPS product suite.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Actively create, update, and maintain internal and customer-facing training documentation and knowledge resources.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Other duties as requested by management.</span></span></span></li></ul><br><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\"><b>ATTRIBUTES, SKILLS & CAREER MINDSET </b></span><br><span style=\"line-height:115%;\">This role is for individuals seeking a long-term career path in SaaS Customer Support.</span><br><br><span style=\"line-height:115%;\"><b>Required Mindset:</b></span></span></span><ul><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Demonstrated competitive drive to quickly and thoroughly resolve complex customer issues rather than relying on others to fix the problem.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Excellent troubleshooting skills, specifically the ability to diagnose, document, and reproduce complex issues using internal documentation and the knowledge base as primary tools.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Ability to handle escalated cases with a high sense of urgency and relentless follow-through.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Passionate about continual learning and staying current with product updates and industry trends.</span></span></span></li></ul><br><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\"><b>Required Qualifications:</b></span></span></span><ul><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">3 - 5 years in a Customer Service/Support setting for a Software-as-a-Service (SaaS) company. Prior experience supporting Accounting or Payments products is highly preferred.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Ability to think globally about different interacting systems and provide creative solutions to problems within established processes.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Strong writing skills and excellent phone etiquette to communicate complex technical information clearly to non-technical customers.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Comfortable supporting software both remotely and directly. Basic SQL proficiency is required to perform data lookups and troubleshooting; however, this is a support role, not an engineering role.</span></span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\">Demonstrated use of CRM and case tracking applications.</span></span></span></li></ul><div align=\"center\" style=\"text-align:center;\"><hr align=\"center\" size=\"2\" width=\"100%\"></div><p><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:115%;\"><b>PAY RANGE & DESCRIPTION</b></span><br><span style=\"line-height:115%;\">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).</span></span></span><br> </p><p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\"><strong>Benefits for Full Time roles include the following:</strong></span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Medical, Dental, and Vision</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Company-sponsored Life Insurance</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· FSA/HSA</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Paid Time Off</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Sick Time</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Paid covered employee parking</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· 401k match</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">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.</span></span></p>",
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