Support Consultant

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 Support Consultant is a RICS product expert, within the Service function, responsible for their individual performance supporting clients, partners, and team members within the RICS organization. The competency and skill requirements for expected performance in this role include Management, Counsel, Communication, Deliverable Creation, Presentation, Insight and Research skills. The primary goal for this role is to retain client subscriptions by providing RICS product education, inquiry/issue resolution, and completing team and cross functional tasks that result in high customer satisfaction and promotes product utilization. Additionally, this role is responsible for assisting partners with product and integration inquiries and ensuring hardware orders are processed accurately and in a timely manner

Primary Responsibilities:

• Provide responsive support during posted business hours (email, chat, and phone).
• Achieve client service level agreement of 2 business hour response time.
• Produce clear, succinct, and high-quality written, and verbal communications.
• Accurately record all activity in client database.
• Investigate, validate, document and report production issues.
• Escalate feedback themes, trends, issues, and risks for resolution in a timely manner.
• Assist with creation of Help Center and FAQ articles.
• Accurately process Shop-RICS orders, for on hand inventory, same day.
• Assist clients to enable RICS integrations.
• Assist RICS cross functional teams with tasks completion within agreed upon timelines.
• Perform user acceptance testing for solutions to issues, enhancements, and new product features to ensure they solve/achieve reported client problems/suggestions.
• Assist other functions to achieve their goals, including proficiency of internal systems and knowledge of relevant industry topics.

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.