Support Consultant
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Role Description
The Support Consultant is a RICS product expert, within the Service function, responsible for their individual performance supporting clients, partners, and team members within the RICS organization.
Retain client subscriptions by providing RICS product education, inquiry/issue resolution, and completing team and cross-functional tasks that result in high customer satisfaction and promotes product utilization.
Assist partners with product and integration inquiries and ensure hardware orders are processed accurately and in a timely manner.
Primary Responsibilities
Provide responsive support during posted business hours (email, chat, and phone).
Achieve client service level agreement of 2 business hour response time.
Produce clear, succinct, and high-quality written and verbal communications.
Accurately record all activity in client database.
Investigate, validate, document, and report production issues.
Escalate feedback themes, trends, issues, and risks for resolution in a timely manner.
Assist with creation of Help Center and FAQ articles.
Accurately process Shop-RICS orders for on-hand inventory, same day.
Assist clients to enable RICS integrations.
Assist RICS cross-functional teams with tasks completion within agreed upon timelines.
Perform user acceptance testing for solutions to issues, enhancements, and new product features to ensure they solve/achieve reported client problems/suggestions.
Assist other functions to achieve their goals, including proficiency of internal systems and knowledge of relevant industry topics.
Skills & Competencies
Action Oriented & Drive for Results: Enjoys working hard; is action-oriented and full of energy for the things seen as challenging.
Critical Thinking & Continuous Development: Can effectively cope with change; learns quickly when facing new problems; analyzes both successes and failures for clues to improvement.
Communication & Relationship Building: Dedicated to meeting the expectations and requirements of internal and external customers; establishes and maintains effective relationships with customers.
Qualifications
Associate’s or Bachelor’s degree in Information Technology, Computer Science, Business, or a related field — or equivalent work experience in a technical support or customer service role.
1–2 years of experience in a software support, help desk, or client-facing technical role, preferably within a SaaS, POS, or retail technology environment.
Strong understanding of Windows operating systems, web-based applications, and basic networking concepts.
Proven ability to troubleshoot technical issues and explain complex concepts in clear, simple terms to non-technical users.
Excellent written and verbal communication skills with a strong focus on customer service.
Ability to multi-task, manage shifting priorities, and stay organized in a fast-paced environment.
Comfort working with support tools and ticketing systems.
Familiarity with retail operations (e.g., inventory, POS, e-commerce) is a strong plus.
Team-oriented mindset with a desire to collaborate, learn, and grow.
Benefits
Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background.
Fullsteam is an Equal Opportunity/Affirmative Action employer.
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