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.

We are looking for a detail-oriented, tech-savvy, and driven Customer Technical Support Specialist to join our growing Customer Support team. This role is ideal for someone passionate about solving problems, helping users, and continuously improving how we support our customers.
The Customer Technical Support Specialist will be responsible for responding to customer inquiries, troubleshooting issues, documenting resolutions, and contributing to our knowledge base. This role is a launchpad for individuals interested in progressing into more advanced roles in Customer Experience, Product Support, or Customer Success.

Primary Responsibilities:

Customer Support & Troubleshooting

• Respond to customer inquiries via email, chat, and phone in a timely, professional, and helpful manner

• Troubleshoot and resolve product-related issues by collaborating with internal teams or using available support resources

• Accurately document customer issues, solutions, and outcomes within support tools (e.g., Zendesk, Salesforce)

• Escalate technical or complex issues to senior team members as needed

Process & Quality Improvement

• Identify patterns and recurring customer issues to inform product improvements or support documentation

• Maintain and contribute to internal knowledge bases and customer-facing support articles

• Recommend process improvements to enhance support quality and efficiency

Cross-Functional Collaboration

• Collaborate with Customer Success, Onboarding, and Product teams to relay customer feedback and enhance the overall customer experience

• Participate in team stand-ups, retrospectives, and training sessions to stay aligned with updates and goals

Qualifications:

• Bachelor’s degree or equivalent work experience preferred

• 2 years in a customer-facing or support role, ideally in a SaaS or technology environment

• Familiarity with help desk software (Zendesk, Intercom, Salesforce Service Cloud) a plus

• Excellent written and verbal communication skills

• Strong troubleshooting, problem-solving, and analytical skills

• Ability to manage multiple tasks while maintaining a high attention to detail

• Comfort working in a fast-paced, remote-first environment Customer service experience – excellent phone presence

• Compassionate thinker who can always put the customer’s needs first

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.