Customer Support Specialist

POSITION SUMMARY

As the Customer Support Specialist, you will play a pivotal role in the success of our customers. You will assist customers with product inquiries, comments, and concerns, and help troubleshoot, provide tutorial assistance, and escalate internally when additional assistance is needed. You will also capture support processes, FAQ's, and create help center documentation. In addition, you will strive to reach department goals and initiatives that are set as a team to help grow and scale the company while providing responsive customer support. To be successful in this role, you should be an excellent communicator who can earn our customers' trust, be well organized, and be a self-starter.

Fortress Technology Solutions is a property management software technology company based in Nashville, TN. We are a privately funded startup with a solid growth trajectory since day one. To surpass the market leaders in a $2 billion industry, we need team members who are passionate about challenging the status quo, love making the complicated feel simple, and believe that there is nothing more important than building software that is delightfully beautiful and remarkably functional. 

To be an effective Fortress teammate, you will need to:

• Have a great attitude
• Have high expectations
• Think BEYOND the box
• Work with passion
• Have a tireless work ethic
• Be confident
• Be self-sufficient and self-motivated
• Take pride in your work
• Be a good listener
• Offer a solution with every problem
• Go above and beyond for everyone you support

ESSENTIAL JOB FUNCTIONS:

• Respond to customer support questions in a timely and accurate way through phone and email
• Identify customer needs and help them use specific features
• Conduct troubleshooting, capture customer steps taken, and try to reproduce issues before escalating to others
• Create and update help center documentation as needed
• Help provide workarounds for customers when bugs or product issues are discovered
• Gather customer feedback and share with the Product team
• Escalate product malfunctions after you troubleshoot and can't find resolution
• Collaborating closely with other teams to help grow and scale the company
• Demonstrate strategic thinking and attention to detail
• Foster strong relationships with key stakeholders, internally and externally

SPECIFIC EDUCATION OR EXPERIENCE:

• Bachelor's degree or comparable experience preferred
• 3 years of experience in customer support or similar role
• Experience in the property management industry strongly preferred
• Experience in Affordable Housing strongly preferred
• Multitasking abilities
• Patience when handling tough cases
• Understanding and experience using help desk software and remote support tools
• Must be able to meet deadlines
• Excellent communication and problem-solving skills
• Self-starter and results oriented
• Ability to work effectively within a team

TRAVEL REQUIREMENTS

• 10-20% travel may be required for customer events and/or strategic in-person meetings

The Fortress Experience

We are creating a different kind of company at Fortress Technology Solutions. We promise we will never be ordinary. You will be challenged by your team to achieve more and to identify innovative solutions to challenging problems, and you will accomplish more than you ever thought possible. If you believe in yourself, enjoy a challenge, and appreciate working with exceptional people, Fortress Technology Solutions is the place for you.

We recruit, hire, train, promote, and compensate employees based upon factors such as work quality, behavior, training, and experience. In compliance with local, state, and federal laws, we provide equal employment opportunity regardless of race, color, creed, national origin, protected age category, gender, sexual orientation, religion, marital status, military status, or physical or mental disability of any individual who is otherwise qualified.

Salary : $55,000 - $70,000