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.

Job Summary:

Technical Support Representative Provide exceptional and friendly customer service to a diverse customer base via email, phone, and online meetings. Responsible for providing exceptional support to our customers, ensuring they have a positive experience with our software products. You will be the first point of contact for our customers, helping them troubleshoot issues, guiding them through product features, and ensuring their satisfaction. Learn software through formal and informal training and self-study to gain system expertise to best support customers. Work with the team to cover all shifts as needed. This is a remote role and can be located anywhere in the US.

Responsibilities:

• Field customer support requests via online customer support software and provides technical expertise in answering requests.
• Answer incoming calls from customers and potential customers, explaining the proper use of the software and its capabilities.
• Troubleshoot customer challenges using systematic and methodical troubleshooting processes.
• Utilize online meeting software to conduct meetings with customers and/or fellow employees to enhance customer support and internal training.
• Exhibit professionalism in interacting with customers, potential customers, and fellow employees.
• Maintains client confidence and protect operations by keeping information confidential.
• Utilize excellent verbal and written communication.
• Continuously seek out information and understand that learning is an essential and continuous part of the job. 
• Adapts to changing priorities and business needs by willingly taking on additional tasks and responsibilities as assigned by management.
• Must work the hours and location as assigned by management.
• Demonstrates commitment to upholding company standards and values by consistently following all company policies, procedures, and guidelines.

Minimum Qualifications:

• Ability to effectively speak, write, and understand the English language.
• Have the ability to present information and solutions to challenges in an organized, professional, and understandable fashion, in both writing and verbal fashion.
• Able to maintain professionalism and friendliness to customers and fellow employees.
• Be self-motivated and fanatical about customer support.
• Have a passion for helping small/medium businesses succeed, always searching for ways to best meet their needs.
• Exhibit understanding of troubleshooting methodologies to solve customer’s challenges.
• Be able to receive training on software and related systems and use such training to support the customer base.
• Ability to use computers and computer systems to navigate databases, enter data, and process information.
• Can research established shared resources and self-learn.
• Confident to reach out to more experienced staff for help.
• Have a suitable office setting for telecommuting.

 
Experience and Education requirements:

• Three (3) years customer facing experience, ideally supporting software applications.
• Experience in QuickBooks, accounting, and inventory management software preferred but not required.
• Accounting, bookkeeping, supply management education favorable.
• Bilingual in Spanish desired but not required

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.