Customer Technical Support Specialist

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.

As a Customer Technical Support Specialist, you will be an integral part of our customer-focused technical support team, dedicated to resolving software-related issues and ensuring a seamless user experience. This role serves as the front line of customer engagement, owning the customer issue from start to finish, maintaining communication throughout the process, and ensuring that every interaction reinforces trust and satisfaction. Your primary responsibility will be to diagnose, troubleshoot, and resolve customer queries and technical challenges promptly. You will collaborate closely with cross-functional teams, providing valuable insights to improve product functionality and reliability. The role demands strong technical expertise, exceptional problem-solving skills, and effective communication to deliver high-quality support services.

Primary Responsibilities:

• Technical Support: Respond to user inquiries, troubleshoot, diagnose, and resolve software and/or hardware related issues through various communication channels, including email, phone, and remote support tools. Work with partner companies to set up or maintain points of integration.

• Problem Solving: Analyze complex problems, identify root causes, and develop effective solutions in a timely manner. Collaborate with cross-functional teams to escalate issues when necessary and follow through until resolution.

• Customer Communication: Provide clear and concise technical guidance to users with varying levels of technical expertise. Ensure exceptional customer service and establish strong relationships to enhance user satisfaction.

• Documentation: Create and maintain detailed technical documentation, including troubleshooting guides, FAQs, and best practices, to assist users in resolving common issues independently.

• Testing and Bug Reporting: Perform quality assurance testing of software products and new features.  Replicate reported issues in a controlled environment to accurately identify and document software bugs. Collaborate with the development team to prioritize and communicate bug fixes.

• Product Improvement: Contribute valuable user feedback and insights to the product development team for continuous improvement of the software, usability, and user experience.

• Training and Knowledge Sharing: Provide training sessions and workshops for clients and internal teams to ensure they can effectively utilize the software's features and troubleshoot minor issues.

• Monitoring and Alerting: Monitor system health and performance to proactively identify potential issues and implement preventive measures. Utilize monitoring tools to ensure software uptime and stability.

• Remote Assistance: Offer remote desktop support when necessary, guiding users through troubleshooting steps, software installations, and configurations.

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

• Proven experience as a Software Support Engineer or in a similar technical support role.

• Strong problem-solving, critical thinking, time management, and decision-making skills with a logical approach to identifying and resolving technical issues.

• Proficiency in various operating systems (Windows, macOS, Linux) and a deep understanding of software architecture and networking concepts.

• Familiarity with programming languages, debugging tools, and software development lifecycle is a plus.

• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.

• Customer-centric mindset with a passion for delivering exceptional customer service.

• Ability to multi-task, work independently and collaboratively in a fast-paced, dynamic environment while maintaining attention to detail and quality standards.

• Prior experience with Structure Query Language and Microsoft SQL databases.

• Prior experience with support ticketing systems and remote support tools is desirable.

• Proficient at maintaining source code in C#, Java Script, Angular and ASP languages.

 Hourly Rate: $15.27-$23.00

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.