[Hiring] Product Support Specialist @Fullsteam

Role Description

As a Product Support Specialist, you will be the first point of contact for customers, helping them successfully navigate our software through phone, email, and screen sharing support. You will play a key role in ensuring client satisfaction by:

• Resolving issues efficiently
• Documenting solutions clearly
• Collaborating cross-functionally with internal teams

This is a full-time, work-from-home opportunity with long-term growth potential.

Schedule & Availability

• Full-time position working four (4) 10-hour shifts per week
• Set schedule with the same days and hours each week for predictability and work-life balance
• Team operates seven (7) days a week from 8:00 a.m. to 9:00 p.m. MT, including statutory holidays
• Schedule may include weekends and holidays as part of regular rotation
• Participation in a Standby program is required to provide additional coverage when needed

Primary Responsibilities

• Support and guide clients using phone, email, and screen sharing
• Keep current on all features and functionality of WebRezPro software
• Document client interactions, issues, and resolutions accurately in Zendesk
• Work closely with Programming and Sales teams to ensure a positive client experience
• Take on additional tasks as priorities shift or business needs change
• Maintain the schedule needed to provide consistent client support

Skills & Competencies

• Familiarity with property management systems is highly preferred
• Strong critical‑thinking and problem‑solving skills
• General understanding of computer systems, hardware, and networking
• Previous technical support experience is strongly preferred
• Ability to prioritize tasks and manage multiple requests in a fast‑paced environment
• Thorough knowledge of computer software, hardware, and a variety of internet applications, networks, and operating systems
• Strong work ethic and the ability to work independently in a remote setting
• Offer consistently great customer service with commitment to excellence in everything we do while always doing what would be in the best interest of the customer
• Must have experience in support and/or customer relationship management
• Ability to understand the software products, including but not limited to Microsoft Office and Google Workspace

Experience and Education

• Experience in the hospitality or tourism industry is desired
• Comfortable working collaboratively as part of a fully remote team

Minimum Qualifications

• Three (3) years customer-facing experience, ideally supporting software applications

Salary

CAD $38,784 – $48,480, based on experience and qualifications.

Benefits

• Medical
• Extended Health and LTD plan
• Dental
• Vision
• RRSP (with employer match)
• Health Spending Account
• Flexible paid time off