Customer Support Specialist - Tier 1 (Hybrid- Austin, TX)

Customer Support Specialist- Tier 1

Location: Austin, TX (Hybrid- 2-3 days a week)

Compensation: Competitive base + benefits

What you'll do:

We are looking for a Customer Support Specialist – Tier 1 to join our world-class Support team. The Support team’s primary focus is to help associations and membership organizations engage their customers by leveraging the Fonteva membership and event management product suite—built on top of the world’s #1 CRM, Salesforce.
If you are passionate about delivering excellent customer experiences, enjoy solving technical problems, and are eager to grow your Salesforce and cloud expertise, this role is an excellent opportunity to build a strong foundation and advance your career.

Responsibilities

Customer-Focused Troubleshooting

• Investigate and resolve customer-reported issues within Fonteva’s Salesforce-based applications
• Troubleshoot problems related to configuration, Lightning Components, managed packages, workflows, flows, and process builders
• Apply debugging techniques to analyze issues within custom frameworks and identify root causes

Technical Support Excellence

• Deliver high-quality, customer-focused support by understanding client needs and use cases
• Communicate clearly and effectively with both technical and non-technical customer stakeholders
• Take ownership of customer cases from intake through resolution or appropriate escalation

Integration Support (Entry-Level)

• Provide foundational support for API integrations using tools such as Workbench and Data Loader
• Assist with middleware platforms (e.g., MuleSoft) while learning integration best practices through hands-on experience and mentorship

Knowledge Development

• Continuously expand your knowledge of the Salesforce platform, Fonteva products, and cloud technologies
• Participate in mentoring, formal training, and certification programs to grow technical and product expertise

What you'll bring:

• Strong problem-solving and root cause analysis skills and enjoys working through complex systems
• 2–3+ years of hands-on Salesforce experience as an advanced user, administrator, or in a support-focused role
• Salesforce Administrator or motivated to achieve certification within 90 days of hire (certification costs covered by Fonteva)
• Thrives in a fast-paced, metrics-driven support environment
• Values teamwork, learning, and shared success
• Experience with Salesforce Experience Cloud is a plus

Why this role:

• • Make a meaningful impact by supporting associations and membership organizations using industry-leading Salesforce technology

  • Build a strong foundation in Salesforce, cloud platforms, and Fonteva’s managed applications

  • Gain hands-on experience troubleshooting real customer issues while learning from experienced support professionals

  • Grow your technical skills through structured training, mentorship, and Salesforce certification opportunities

  • Develop a customer-centric mindset in a collaborative, fast-paced, and metrics-driven support environment

  • Position yourself for long-term career growth within a world-class support and technology organization

Excited about this role but don’t meet every single requirement? Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• Pet Insurance
• Medical Travel Benefits
• Infertility Benefits
• Teladoc
• Employee Assistance Program
• Wellness Benefits & Engagement Platform

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.

Interview Process & Expectations
Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews.

To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual’s judgment, problem-solving approach, and communication.