Customer 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.We are looking for a detail-oriented, tech-savvy, and driven Customer Technical Support Specialist to join our growing Customer Support team. This role is ideal for someone passionate about solving problems, helping users, and continuously improving how we support our customers.The Customer Technical Support Specialist will be responsible for responding to customer inquiries, troubleshooting issues, documenting resolutions, and contributing to our knowledge base. This role is a launchpad for individuals interested in progressing into more advanced roles in Customer Experience, Product Support, or Customer Success.Primary Responsibilities:Customer Support & TroubleshootingRespond to customer inquiries via email, chat, and phone in a timely, professional, and helpful mannerTroubleshoot and resolve product-related issues by collaborating with internal teams or using available support resourcesAccurately document customer issues, solutions, and outcomes within support tools (e.g., Zendesk, Salesforce)Escalate technical or complex issues to senior team members as neededProcess & Quality ImprovementIdentify patterns and recurring customer issues to inform product improvements or support documentationMaintain and contribute to internal knowledge bases and customer-facing support articlesRecommend process improvements to enhance support quality and efficiencyCross-Functional CollaborationCollaborate with Customer Success, Onboarding, and Product teams to relay customer feedback and enhance the overall customer experienceParticipate in team stand-ups, retrospectives, and training sessions to stay aligned with updates and goalsQualifications:Bachelor’s degree or equivalent work experience preferred2 years in a customer-facing or support role, ideally in a SaaS or technology environmentFamiliarity with help desk software (Zendesk, Intercom, Salesforce Service Cloud) a plusExcellent written and verbal communication skillsStrong troubleshooting, problem-solving, and analytical skillsAbility to manage multiple tasks while maintaining a high attention to detailComfort working in a fast-paced, remote-first environment Customer service experience – excellent phone presenceCompassionate thinker who can always put the customer’s needs firstFullsteam 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.Originally posted on Himalayas

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