[Remote] Customer Support Representative

Note: The job is a remote job and is open to candidates in USA. Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish. They are seeking a Customer Support Representative to provide exceptional customer service and technical support via email, phone, and online meetings, while continuously learning the software to support customers effectively.ResponsibilitiesField customer support requests via online customer support software and provides technical expertise in answering requestsAnswer incoming calls from customers and potential customers, explaining the proper use of the software and its capabilitiesTroubleshoot customer challenges using systematic and methodical troubleshooting processesUtilize online meeting software to conduct meetings with customers and/or fellow employees to enhance customer support and internal trainingExhibit professionalism in interacting with customers, potential customers, and fellow employeesUtilize excellent verbal and written communicationContinuously seek out information and understand that learning is an essential and continuous part of the jobSkillsMinimum of 1+ year experience in a Customer Support roleHave the ability to present information and solutions to challenges in an organized, professional, and understandable fashion, in both writing and verbal fashionAble to maintain professionalism and friendliness to customers and fellow employeesBe self-motivated and fanatical about customer supportHave a passion for helping small/medium businesses succeed, always searching for ways to best meet their needsExhibit understanding of troubleshooting methodologies to solve customer's challengesBe able to receive training on software and related systems and use such training to support the customer baseCan research established shared resources and self-learnConfident to reach out to more experienced staff for helpHave a suitable office setting for telecommutingStrong customer service orientation with a friendly, patient, and professional demeanorExcellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical usersActive listening and empathy when engaging with customersSystematic and methodical troubleshooting ability, using logical processes to diagnose and resolve issuesStrong organizational and time management skills; able to handle multiple support requests efficientlyAdaptability and flexibility to work varied shifts and adjust to evolving business needsTeam collaboration skills—comfortable working with peers and leadership to resolve customer challengesAbility to learn complex software systems quickly through training, documentation, and self-studyProficiency with online meeting and collaboration tools (e.g., Zoom, Teams, or equivalent)Attention to detail with a focus on accuracy and completeness in case documentationExperience in QuickBooks, accounting, and inventory management software preferred but not requiredCompany OverviewBacked by Aquiline Capital Partners and ADIA, Fullsteam is a dynamic and growing team of over 2,100 employees committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. It was founded in 2018, and is headquartered in Auburn, Alabama, USA, with a workforce of 1001-5000 employees. Its website is http://fullsteam.com.