Technical 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.

As a Technical Support Specialist at Party Center Software, you are working with customers to both solve and educate based on their needs, while delivering a stellar customer experience.
 

Primary Responsibilities:

• Have a strong understanding of Party Center Software, as well as staying up to date on changes within the software
• Actively move between incoming chats, emails and phone calls as needed
• Stay up to date on tasks and projects as assigned
• Onboard new customers, including setup and training
• Troubleshoot customer issues and identify bugs that can be sent to our Development team
• Put the customer experience first, have the right attitude to find the right solution for each customer individually
• Create resources both written and video for customer facing audiences

Skills & Competencies:

• Action Oriented – Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of action with a minimum of planning; seizes more opportunity than others.
• Deals with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; can comfortably handle risk and uncertainty.
• Collaboration - Actively and consistency seeks to work cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information, and achieve results. Service a collaboration catalyst that motivates others to want to collaborate as well.
• Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Learning on the Fly - Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
• Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.
   

Minimum Qualifications:

• Have 2+ years of experience in a technical support role
• Strong written and verbal communication with customer
• Experience working with remote desktop applications
• Experience with customer ticketing tool (i.e. Salesforce, Zendesk, Freshdesk..)
• Experience with Jira/Confluence
• Experience with Hubspot preferred
• Some HTML and CSS Experience preferred
• Video creation and editing a plus
• Experience working remotely a plus

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.