Payment Services 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.

Job Summary
Support agents assist Fullsteam Payments customers via multiple communication channels, resolving technical issues, escalating complex cases, and improving technical documentation. This role supports small and growing businesses through high-impact service.

Primary Responsibilities

• Assist customers via phone, email, chat, and remote tools

• Document all customer interactions and escalations accurately

• Use internal tools and documentation to resolve issues

• Respond to customer concerns promptly and professionally

• Stay current on Fullsteam technologies and support needs

• Participate in the on-call rotation

Skills & Competencies

• Experience with credit card terminals or POS systems

• Understanding of credit card authorization and settlement processes

• Excellent listening, written, and verbal communication skills

• Strong problem-solving skills and attention to detail

• Ability to multitask across systems and communication channels

• Proficient in Microsoft Office Suite, Google Sheets, Excel, and knowledge bases

• Bilingual (English/Spanish) preferred but not required

• Self-motivated and team-oriented

Minimum Qualifications

• High school diploma or equivalent required

• Associate degree in IT or networking preferred, or equivalent relevant experience

• Minimum 2 years of technical support or customer service experience

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.