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.

RTO Pro, part of the Fullsteam organization, provides its customers with Rent-to-Own contract management software as well as retail and inventory management. Saas offerings include online billing and payments, business management, customer communication, and productivity features

We’re looking for a dynamic, driven, and resourceful Technical Support Specialist to join our growing team at RTO Pro. This role is ideal for someone who thrives in fast-paced environments, loves wearing multiple hats, and is excited about helping customers grow and succeed while we scale our team and processes. You’ll start as a generalist supporting the full customer journey, from onboarding to renewal. The ideal candidate has a proactive mindset, excellent communication skills, and a strong interest in SaaS, business operations, and customer experience.

Primary Responsibilities:

• Act as a trusted advisor and strategic partner for customers throughout their lifecycle.
• Assist in onboarding new customers by managing implementation and training to ensure early product adoption.
• Respond to customer support and training requests in a timely and efficient manner.
• Provide clear guidance on best practices for using RTO Pro and offering recommendations to customers on how to best leverage the software
• Document all client interactions and activity using internal systems and tools to ensure full visibility and continuity across teams.
• Support and contribute to the customer knowledge base by identifying common customer questions, gaps in documentation, and opportunities for automation or self-service.
• Champion product adoption and customer education initiatives to reduce support dependency and drive retention.
• Manage customer escalations by coordinating across support, product, and engineering teams to resolve issues quickly and professionally.
• Provide feedback to internal teams on product gaps, customer needs, and emerging trends.
• Help shape our evolving CS processes, metrics, and customer lifecycle playbooks.
• Provide exceptional technical support: distill information from various sources such as Windows Error logs, local software debug logs, and various other forms of information.  Understand how to collect and relay issues to the development team when software defects are suspected.

Skills & Competencies:

• Industry Knowledge: Experience with ERP (Enterprise Resource Planning) or Rent to Own software preferred
• Cross-Functional Collaboration: Skilled in partnering with sales, marketing, client success, data, and product teams to deliver impactful results and complete projects effectively to ensure successful solution adoption
• Strategic Problem Solving: Ability to analyze feedback, identify areas for improvement, and provide ongoing strategic guidance from both process and product perspectives.
• Demonstrations & Presentations – Ability to showcase product capabilities to stakeholders with the value and benefit story.
• Deadline Management: Adept at handling multiple client opportunities, managing deadlines, and prioritizing work in dynamic, fast-paced environments.

Minimum Qualifications:

• 2+ year(s) experience with ERP/IMS experiences preferred
• Exceptional communication and interpersonal skills, including the ability to clearly articulate complex technical concepts to non-technical audiences.
• Strong networking and interpersonal skills for engaging with diverse audiences.
• Dedicated workspace and reliable internet connectivity
• Familiarity with Microsoft Windows networking: must be able to install software, understand Windows network shared folders, file permissions and basic TCP/IP concepts.
• Software troubleshooting skills

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.