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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.
WebRezPro, part of the Fullsteam organization, is a leading cloud-based Property Management System (PMS) serving the hospitality industry in more than 40 countries. We are seeking a motivated, customer-focused Product Support Specialist to join our growing team and deliver exceptional support to our clients.
About the Role
As a Product Support Specialist, you will be the first point of contact for customers, helping them successfully navigate our software through phone, email, and screen sharing support. You will play a key role in ensuring client satisfaction by resolving issues efficiently, documenting solutions clearly, and collaborating cross-functionally with internal teams. This is a full-time, work-from-home opportunity with long-term growth potential.
Schedule & Availability
Full-time position working four (4) 10-hour shifts per week.
Set schedule with the same days and hours each week for predictability and work-life balance.
Team operates seven (7) days a week from 8:00 a.m. to 9:00 p.m. MT, including statutory holidays.
Schedule may include weekends and holidays as part of regular rotation.
Participation in a Standby program is required to provide additional coverage when needed.
Primary Responsibilities
Support and guide clients using phone, email, and screen sharing.
Keep current on all features and functionality of WebRezPro software.
Document client interactions, issues, and resolutions accurately in Zendesk.
Work closely with Programming and Sales teams to ensure a positive client experience.
Take on additional tasks as priorities shift or business needs change.
Maintain the schedule needed to provide consistent client support.
Skills & Competencies
Familiarity with property management systems is highly preferred.
Strong critical‑thinking and problem‑solving skills.
General understanding of computer systems, hardware, and networking.
Previous technical support experience is strongly preferred.
Ability to prioritize tasks and manage multiple requests in a fast‑paced environment.
Thorough knowledge of computer software, hardware, and a variety of internet applications, networks, and operating systems.
Strong work ethic and the ability to work independently in a remote setting.
Offer consistently great customer service with commitment to excellence in everything we do while always doing what would be in the best interest of the customer.
Must have experience in support and/or customer relationship management.
Ability to understand the software products, including but not limited to Microsoft Office and Google Workspace.
Experience and Education
Experience in the hospitality or tourism industry is desired.
Comfortable working collaboratively as part of a fully remote team.
Minimum Qualifications
Three (3) years customer-facing experience, ideally supporting software applications
Salary range: CAD $38,784 – $48,000, based on experience and qualifications.
Fullsteam recognizes that your health and wellbeing are a priority. This is why we offer a full suite of benefits that include:
• Medical
• Extended Health and LTD plan
• Dental
• Vision
• RRSP (with employer match)
• Health Spending Account
• Flexible paid time off
This posting is for an existing vacancy and will remain open until filled.
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.
Skills Required
- Three years of customer-facing experience, ideally supporting software applications
- Experience in support and/or customer relationship management
- Strong critical-thinking and problem-solving skills
- General understanding of computer systems, hardware, and networking
- Knowledge of computer software, hardware, internet applications, networks, and operating systems
- Ability to understand software products, including Microsoft Office and Google Workspace
- Ability to prioritize tasks and manage multiple requests in a fast-paced environment
- Ability to work independently in a remote setting
- Availability for four 10-hour shifts weekly, including possible weekends, holidays, and standby coverage
- Previous technical support experience
- Familiarity with property management systems
- Experience in the hospitality or tourism industry
Fullsteam Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Fullsteam and has not been reviewed or approved by Fullsteam.
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Leave & Time Off Breadth — Flexible PTO, paid company holidays, and paid parental leave are part of the package. Feedback suggests time-away flexibility is a notable plus alongside remote options.
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Retirement Support — A retirement savings plan includes a company match, complemented by role-dependent short- and long-term incentives. Feedback suggests this foundation supports longer-term financial security.
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Healthcare Strength — Medical, dental, and vision coverage are offered with HSA/FSA options, company-paid life insurance, and support services such as an EAP and Health Advocate. Feedback suggests the core health benefits cover essential needs.
Fullsteam Insights
What We Do
Fullsteam is a leading payments and technology company that is actively acquiring software businesses across multiple verticals. We provide our family of companies with streamlined payments infrastructure and enhanced operational support in order to increase growth and improve profitability. Backed by Aquiline Capital Partners, Fullsteam is based in Auburn, Ala.
