POSITION SUMMARY

As the Affordable Customer Support Specialist, you will play a pivotal role in the success of our customers, with a strong focus on supporting those in Affordable Housing. You will assist customers with product inquiries, comments, and concerns specific to affordable housing needs, helping them navigate compliance requirements and troubleshoot any issues. You'll also support the sales team by helping to demo our affordable housing product to potential Fortress clients, showcasing its features and value. In addition, you will assist in the implementation of new clients in the Affordable Housing sector, ensuring a smooth onboarding experience and addressing any affordable specific needs. You'll collaborate with the Fortress Product team to share feedback and ideas related to affordable housing, contributing to product improvements that meet client needs. In this role, you will also strive to meet department goals and initiatives that help grow and scale the company while delivering responsive, knowledgeable support. To be successful, you should be an excellent communicator who can earn our customers' trust, be highly organized, and be a self-starter.

Fortress OS 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's 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 flexible
• 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:

• Build and foster strong relationships with customers and key internal and external stakeholders, serving as the primary point of contact for Affordable Housing-related needs.
• Provide first-line support to customers through phone, email, and tutorials, addressing questions and troubleshooting issues.
• Collaborate with the Sales team to support product demonstrations for potential clients, highlighting features and benefits specific to Affordable Housing.
• Assist in the implementation of new clients in the Affordable Housing sector, ensuring a smooth onboarding experience that addresses compliance and operational workflows.
• Work closely with the Product team to gather customer feedback, suggest improvements related to affordable housing, and escalate unresolved issues for timely responses.
• Create and update training materials, help center documentation, and internal knowledge bases to support customer success and optimize existing processes within Customer Success.
• Educate customers on navigating the solution and maximizing specific features, providing workarounds when product issues arise.
• Capture and relay the voice of the customer to internal teams for continuous product and process improvement, contributing to initiatives that enhance customer experience and support company scalability.
• Collaborate with cross-functional teams to support company growth, remaining flexible to assist in other Customer Success roles and initiatives as needed.

SPECIFIC EDUCATION OR EXPERIENCE:

• 5+ years' experience in Affordable Housing, with direct on-site property management experience required
• Bachelor's degree or comparable experience preferred
• Strong multitasking abilities
• Patience and resilience when handling complex or challenging cases
• Ability to present information effectively to diverse audiences and remain calm under pressure
• Familiarity with help desk software and remote support tools
• Excellent communication, problem-solving, and deadline management skills
• Proactive, results-oriented approach with the ability to work effectively within a team

TRAVEL REQUIREMENTS

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

The Fortress Experience

We're creating a different kind of company at Fortress OS. 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'll accomplish more than you ever thought possible. If you believe in yourself, enjoy a challenge, and appreciate working with exceptional people, Fortress OS 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.