Help Desk Analyst

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.

The Help Desk Analyst provides technical support to TAM Intelliware customers by responding to incoming inquiries, diagnosing issues, and offering solutions related to our software, hardware, and integrated services. Working in a fast-paced call center environment, the analyst troubleshooting issues with the TAM software, assist with installations and upgrades, and resolve system errors that may occur during use. This position also supports technical aspects of our integrations, including TAM>Pay credit card processing, and leverages knowledge of SQL databases to investigate backend-related issues. In addition to resolving problems, the Help Desk Analyst answers general product usage questions, ensuring customers are confident and informed. This role requires strong communication skills, attention to detail, and a customer-focused mindset to ensure timely and effective support across all customer interactions.

Hybrid Schedule: Work from home on Monday, Wednesday, and Friday; in-office on Tuesday and Thursday.

Job Summary:

The Help Desk Analyst at TAM Intelliware plays a vital role in delivering exceptional technical support to our customers across the retail sector. Operating within a call center environment, this position is responsible for troubleshooting and resolving issues related to our proprietary TAM software, associated hardware, and integrated systems such as TAM>Pay credit card processing. The analyst will assist with software installations, upgrades, database-related issues (SQL), and general product usage questions. This role requires strong technical aptitude, problem-solving skills, and a commitment to customer service excellence.

Primary Responsibilities:

• Provide Tier 1 and Tier 2 technical support to customers via phone, email, and remote access tools.
• Troubleshoot and resolve software and hardware issues related to TAM applications.
• Assist customers with installations, updates, and upgrades of TAM software.
• Identify and resolve error messages and system failures encountered during software use.
• Support integrated systems such as TAM>Pay credit card processing, ensuring smooth operation and issue resolution.
• Answer customer inquiries regarding software features, usage, and best practices.
• Escalate complex issues to senior support or development teams as needed.
• Log and document all support interactions and resolutions in the help desk ticketing system.
• Maintain familiarity with TAM software updates, patches, and release notes.

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 2 years of experience in technical support or a Help Desk environment.
• Proven analytical and problem-solving abilities with a focus on root-cause resolution.
• Ability to remain composed and professional in high-pressure or customer-facing situations.
• Excellent organizational skills with the ability to effectively manage multiple tasks and priorities.
• Hands-on experience with software installation and troubleshooting.
• Familiarity with Windows operating systems and SQL-based database environments.

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.