Customer Support Representative
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AI Summary
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.
SOS Inventory, part of the Fullsteam organization, is a cloud-based inventory, order management, and manufacturing solution designed specifically for small- and mid-sized businesses. By integrating directly with QuickBooks Online and popular e-commerce and logistics platforms—such as Shopify, BigCommerce, PayPal, UPS, and ShipStation—it gives companies real-time visibility into stock levels, automates order workflows, and manages multi-level assemblies and bills of materials within a single system. Its flexible customization and support for lot/serial tracking, barcode scanning, partial shipments, and work-in-progress tracking deliver functionality well beyond basic inventory tools, helping businesses eliminate manual errors and accelerate time to value.
We strongly prefer candidates located in the Central, Mountain, or Pacific time zones to facilitate collaboration with the team.
Our typical working hours are 9:00 AM – 6:00 PM Central Time, though some flexibility is available.
Job Summary:
Provide exceptional and friendly customer service to a diverse customer base via email, phone, and online meetings. Learn software through formal and informal training and self-study to gain system expertise to best support customers. Work with the team to cover all shifts as needed.
Primary Responsibilities:
Field customer support requests via online customer support software and provides technical expertise in answering requests.
Answer incoming calls from customers and potential customers, explaining the proper use of the software and its capabilities.
Troubleshoot customer challenges using systematic and methodical troubleshooting processes.
Utilize online meeting software to conduct meetings with customers and/or fellow employees to enhance customer support and internal training.
Exhibit professionalism in interacting with customers, potential customers, and fellow employees.
Utilize excellent verbal and written communication.
Continuously seek out information and understand that learning is an essential and continuous part of the job.
Skills & Competencies:
Strong customer service orientation with a friendly, patient, and professional demeanor.
Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
Active listening and empathy when engaging with customers.
Systematic and methodical troubleshooting ability, using logical processes to diagnose and resolve issues.
Strong organizational and time management skills; able to handle multiple support requests efficiently.
Adaptability and flexibility to work varied shifts and adjust to evolving business needs.Team collaboration skills—comfortable working with peers and leadership to resolve customer challenges.
Ability to learn complex software systems quickly through training, documentation, and self-study.
Proficiency with online meeting and collaboration tools (e.g., Zoom, Teams, or equivalent).
Attention to detail with a focus on accuracy and completeness in case documentation.
Minimum Qualifications:
- Minimum of 1+ year experience in a Customer Support role
- Have the ability to present information and solutions to challenges in an organized, professional, and understandable fashion, in both writing and verbal fashion.
- Able to maintain professionalism and friendliness to customers and fellow employees.
- Be self-motivated and fanatical about customer support.
- Have a passion for helping small/medium businesses succeed, always searching for ways to best meet their needs.
- Exhibit understanding of troubleshooting methodologies to solve customer’s challenges.
- Be able to receive training on software and related systems and use such training to support the customer base.
- Can research established shared resources and self-learn.
- Confident to reach out to more experienced staff for help.
- Experience in QuickBooks, accounting, and inventory management software preferred but not required.
- Have a suitable office setting for telecommuting.
Pay range: $15.11-$23.56 per hour
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.
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