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 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.

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.

About You

We want someone as passionate about service as we are, and equally as passionate about connecting with customers who need and benefit from our products. We are looking to hire a Customer Support Level II.

Primary Responsibilities:

• 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.
• Provide second-level technical support to customers via phone and email; escalating and managing issues as necessary.
• Diagnose and troubleshoot complex technical problems related to our products, including software and hardware issues.
• Collaborate with first-level support team members to ensure a seamless transition of escalated cases.
• Work closely with customers to understand their specific needs and challenges and provide personalized solutions.
• Document all customer interactions, issues, and resolutions in a detailed and organized manner.
• Collaborate with product development and engineering teams to reproduce and investigate complex issues, and communicate findings effectively.
• Contribute to the creation and maintenance of internal knowledge base articles, FAQs, and training materials to help first-level support agents.
• Stay up-to-date with product updates, new features, and industry best practices to better assist customers.
• Maintain a high level of professionalism, customer focus, and empathy when interacting with customers.
• Prioritize actions and strategies aimed at retaining customers, including identifying at-risk customers, understanding their concerns, and proposing solutions to prevent churn.
• Track and analyze key performance indicators related to customer retention, using insights to adjust strategies and improve outcomes.

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.