Customer Support Specialist II

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 over 1,900 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.

Business Unit Overview:

Arryved Inc. is a Boulder-based company specializing in Point-of-Service for craft breweries, restaurants and other craft destinations. We operate in hundreds of establishments across the country, with many of the top craft establishments using our platform. You've probably seen our system in use at craft destinations nationwide—or maybe you've used the Arryved mobile app yourself.  At our core we use software to build excellent customer experiences on both sides of the counter, from being the central hub of the restaurant/taproom and back-of-house, to online sales and mobile guest experiences. We believe that nothing is worth doing unless it aligns with your customer experience and is done right, no matter the cost.

Job Summary:

As a Level 2 Customer Support Specialist at Arryved, you'll be the go-to person when our customers need more than just quick answers—they need clarity, confidence, and results. Whether it's troubleshooting a technical issue, navigating a high-impact situation, or supporting a customer who's feeling frustrated, you’ll be there to lead with empathy and expertise.

You’ll act as a bridge between our frontline support team and internal departments like Product and Engineering, helping ensure that complex issues are resolved thoughtfully and efficiently. This role is ideal for someone who is calm under pressure, thrives on problem-solving, and is passionate about turning challenging moments into opportunities to build customer trust.

Primary Responsibilities:

• Serve as the escalation point for complex customer issues that require advanced troubleshooting and product knowledge.
• Manage and prioritize tasks related to post-implementation customer requests, ensuring smooth transitions from the Implementation team.
• Respond to second-tier support inquiries via phone, email, and ticketing systems, ensuring timely and accurate resolution.
• Identify, document, and escalate bugs, feature requests, and production issues to the appropriate teams using internal processes.
• Collaborate with Product, Engineering, and QA teams to reproduce, investigate, and resolve customer-reported issues.
  Advocate for customers by sharing feedback and trends with internal stakeholders to drive product and process improvements.
  Maintain comprehensive records of customer interactions, troubleshooting steps, and outcomes in the support platform.
• Support the creation and maintenance of internal documentation, knowledge base articles, and training materials.
  Monitor product updates and industry trends to ensure ongoing expertise and relevance in customer interactions.
• Contribute to retention efforts by identifying at-risk customers, addressing their concerns, and proposing solutions to improve their experience.
• Analyze support metrics and customer feedback to identify opportunities to streamline support workflows and enhance customer satisfaction.

Skills & Competencies:

• Oversee task management for customer production requests, delivered by the Support and Implementation teams.
• Understand and utilize the JIRA and Zoho ticket systems to properly report bugs, features, production issues.
• 2+ years of experience in a customer support or technical support role, preferably within a SaaS or tech-focused environment.
• Proven ability to master complex product suites, with a deep understanding of the Arryved platform.
• Experience using Help Desk/ticketing platforms (e.g., Zoho Desk, Zendesk, Salesforce Service Cloud).
• Comfortable operating independently under pressure, showing sound judgment and a calm demeanor.
• Demonstrated skill in diagnosing and solving complex technical issues, both software and hardware-related.
• Hands-on experience with system or user acceptance testing (UAT).
• Excellent written and verbal communication skills with an ability to explain complex concepts to non-technical users.
• Highly organized, with strong multitasking, prioritization, and attention-to-detail skills.
• Passionate about delivering exceptional customer service with a customer-first mindset.
• Familiarity with basic networking concepts, peripherals, and troubleshooting; relevant certifications such as CompTIA A+/Network+, ITIL, or vendor-specific training are a plus.
• Strong collaboration skills with the ability to build productive relationships across departments.

Minimum Qualifications:

• Comfortable learning new tools and technology
• Can communicate clearly and precisely, both verbally and in writing
• Determination to investigate and solve hard problems
• Self-driven, can operate independently, and respond to unexpected situations with confidence
• Strong critical thinking skills
• Able to manage multiple competing priorities
• Develop and maintain outstanding customer relationships
• Adaptable and creative
• Ability to work “on call” and odd hours, including evenings and weekends

Salary Range: $60,000 – $65,000 annually, depending on experience.

Benefits: We offer a comprehensive benefits package, including health insurance, 401(k) with match, paid time off, and more.

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.