Technical Support Representative

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

This role is for technical support representative. This role will cover support for the Recur360 recurring invoicing and payments product, as well as Quickbooks hosting support. The primary focus will be on the invoicing and payments product and guiding customers on the platform. The individual is expected to manage incoming chats, emails, and phone calls from end users and successfully troubleshoot issues. They are also expected to have accounting and Quickbooks experience to best assist the customer base.

Responsibilities: 

• Being a customer liaison via chat, email and phone channels to resolve customer issues and questions 

• Troubleshoot and advise on standard accounting practices to resolve payment errors and returns 

• Guiding customers with recurring payments related issues and questions on the Recur360 platform

• Advise on recurring billing setup within the platform

• Resolving Quickbooks hosting support tickets in a timely manner, including system issues, general questions, account maintenance, etc.

• West Coast and /or evening hours preferred

• Remoting into customer’s computers for setup and support

Skills and Competencies: 

• Familiarity with Quickbooks to help customers with QB related questions on recurring payments, invoicing, Account Receivable/collections, and payments processing. 

• Knowledge of QuickBooks Desktop and QuickBooks Online

• Basic accounting and Quickbooks platform knowledge 

• Excellent communication skills – written and verbal

• Experience with RDP setups

• Ability to troubleshoot with and without a customer online

• Ability to collaborate in a team environment

• Strong desire to learn and improve processes 

• Preferred – Azure hosting environment experience

• Experience using CRM system

Experience and Education requirements:

• 3 - 4 years or more of technical support experience

• 1 year or more of accounting related support roles

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.