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.

ISI Software, part of the Fullsteam organization, is a leading provider of business management and billing software solutions for the fast lube industry, which focuses on quick oil changes, maintenance services, and related automotive services. ISI's software is specifically designed to address the unique needs of businesses, helping streamline operations, increase efficiency, and improve customer service.

Job Summary:

The position is responsible for providing timely, friendly and accurate technical assistance to customers. Acting as a customer advocate, you will provide remote support for computer hardware, software, and networking components in the industry. Key responsibilities include diagnosing and resolving problems, responding to customer inquiries via phone and written communication channels, documenting technical issues, and providing exceptional customer experience.

Remote opportunity, US Eastern time zone

Primary Responsibilities:

• Provide technical assistance: Respond to user inquiries, troubleshoot issues, and guide users on resolving problems. 
• Handle customer inquiries: Take ownership of customer phone calls, emails, and other support requests in a courteous and respectful manner.
• Case ownership and management: Effectively prioritize and manage case backlog, meet commitments and follow-up with customers in a timely manner.
• Diagnose and Troubleshoot: Identify the root cause of technical issues and implement solutions. 
• Document and escalate: Maintain records of support interactions, research and escalate complex cases to higher-level support as needed.
• Provide training: Assist users with understanding of using software and hardware. 
• Maintain knowledgebase: Contribute to the documentation of solutions, procedures and best practices. 
• Communicate effectively: Explain technical concepts clearly and concisely to both technical and non-technical users. 
• Provide exceptional customer support: Going above and beyond to ensure customers have a positive experience.
• Other duties: Perform other support-related duties as assigned by management.
• Adhere to company policies and procedures: Follow established company guidelines and complete annual training requirements by due date.

Skills & Competencies:

• Technical Proficiency: Strong understanding of computer hardware, software, and networking concepts to diagnose and troubleshoot issues effectively.
• Problem-solving: Ability to identify root causes of technical problems and implement solutions efficiently.
• Communication: Excellent verbal and written communication skills to explain technical concepts clearly to both technical and non-technical users.
• Customer Service Orientation: Ability to build rapport, handle difficult situations, and prioritize customer satisfaction to provide exceptional support.
• Documentation Skills: Skill in maintaining accurate records of support interactions, providing solutions and contributing to the knowledgebase.
• Time management: Ability to handle multiple support requests, prioritize tasks effectively, and manage case backlog.
• Adaptability: Willingness to learn new technologies, adjust to new conditions, and handle unexpected challenges and opportunities.
• Performance Monitoring: Ability to meet key performance metrics and identify areas for improvement in support processes.
• Ability to understand software products, including but not limited to Microsoft Office and Salesforce.

Minimum Qualifications:

• High School Diploma or equivalent certificate.
• Two (2) years technical support and customer-facing experience.
• Proficient troubleshooting experience in Linux and Windows environments.

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.