Business Case Technical Support

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 Case Technical Support

Job Responsibilities:

• Serve as the first point of contact for all customer technical support queries, ensuring a timely and accurate response to all assigned support tasks within 4 hours of task assignment.
• Troubleshoot and resolve various technical issues, escalating to a senior technical support engineer as needed within four hours if issues remain unresolved.
• Provide excellent customer service through phone, email, and web-based communication channels, offering respectful, accurate, and efficient solutions to customer problems.
• Adhere to established documentation standards and maintain detailed records of customer interactions and issue resolutions in the support ticketing system.
• Facilitate web-based training sessions with customers to ensure effective use of the company’s products and services.
• Collaborate with other team members and departments to improve support processes, identify recurring issues, and suggest enhancements to products or services.
• Participate in all team meetings and tasks assigned, contributing to team goals and fostering a collaborative environment.
• Use Google Calendar to schedule and manage meetings and respect co-workers' and customers' appointments.
• Occasionally work beyond standard hours, including weekends, to meet critical deadlines or provide support during peak periods.

Key Competencies and Skills:

• 2-5 years of experience in a technical support or customer service role, preferably in a technology-related industry.
• Proficiency in troubleshooting software and hardware issues, with a basic understanding of network configurations, operating systems, and database management.
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts in simple terms.
• Strong organizational skills, with the ability to handle multiple tasks and prioritize effectively under pressure.
• Experience with CRM/ticketing systems (e.g., Zendesk, Freshdesk) and remote support tools (e.g., TeamViewer, AnyDesk).
• Basic knowledge of SQL and Linux commands, as well as basic scripting, is a plus.
• Ability to work independently and as part of a team, demonstrating flexibility, adaptability, and a positive attitude.

Education and Experience Requirements:

• High School Diploma or GED is required; a Bachelor’s Degree in a relevant field (e.g., Computer Science, Information Technology) is preferred.
• Relevant certifications (e.g., CompTIA A+, ITIL) are beneficial.
• Demonstrated experience in a customer-facing role, with a strong focus on customer satisfaction and problem resolution.

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.