Junior Technical Support Representative - Level 1

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.

Unified Practice, part of the Fullsteam organization, is looking for dedicated, caring and detail-oriented individuals to join our Customer Support Team. This is an opportunity to be a part of a fast-paced SaaS technology company in a continuously growing industry.  This role will focus on supporting users to maximize the value that the Unified Practice EHR system brings to their business and overall professional success.

As a Junior Technical Support Representative, you will play a critical role in ensuring our customers have a positive experience with our products and services. You will be responsible for assisting customers with technical issues, troubleshooting problems, and providing excellent customer service. This is an entry-level position ideal for individuals with a passion for technology and a desire to grow their skills in a dynamic and supportive environment.

Key Responsibilities:

Customer Support:

• Respond to customer inquiries promptly and professionally via email, phone, or chat.
• Troubleshoot and resolve technical issues related to our products or services.
• Provide clear and concise explanations to customers regarding their concerns or questions.

Technical Assistance:

• Assist customers with installation, configuration, and usage of our software or hardware.
• Collaborate with senior support staff to escalate complex issues when necessary.
• Keep up-to-date with product knowledge and updates to provide accurate assistance.

Documentation and Reporting:

• Document customer interactions, issues, and resolutions accurately in the CRM.
• Collaborate with the team to identify common issues and contribute to the creation of knowledge base articles and FAQs.

Customer Feedback:

• Gather customer feedback and suggestions to help improve our products and services.
• Advocate for the customer by providing insights to product development teams.

Team Collaboration:

• Work closely with the Technical Support team to share knowledge and best practices.
• Attend regular training sessions to enhance technical skills and product knowledge.

Qualifications:

• High school diploma or equivalent; some college coursework in a related field is a plus.
• Strong passion for technology and a willingness to learn.
• Excellent communication skills, both written and verbal.
• Customer-centric attitude with a commitment to delivering outstanding customer service.
• Basic troubleshooting skills and the ability to follow technical instructions.
• Team player with a positive and adaptable attitude.
• Previous customer service experience or technical support experience is a plus but not required.
• Ability to work Mountain Time hours (9:00 am - 6:00 pm MST)

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.