[Hiring] Technical Support Specialist @Fullpath

Role Description

This role is designed as a foundational step with opportunities for advancement to Tier 2, Team Lead, or specialized technical roles based on performance and interest. Beyond ticket resolution, you will be empowered to act as a crucial liaison between our customers and engineering, identifying trends and contributing directly to product improvements, knowledge base development, and operational initiatives. You'll gain invaluable experience with cutting-edge SaaS technologies at a high-growth startup.

What you will be responsible for:

• Providing high quality customer support to Fullpath’s customers
• Demonstrating exemplary customer service skills via inbound/outbound phone, email, and internal chats
• Troubleshooting, managing, and resolving technical issues tickets and being the point of communication between our clients, partners, and other internal supporting teams utilizing Zendesk
• Collaborating with Tier 1 Lead and Tier 2 support to solve technical product issues while keeping in constant communication with the customer
• Demonstrating a “can do” attitude to solve as many issues at your resolution level
• Performing a variety of additional technical tasks on our customers’ accounts

Qualifications

• At least 5 years of professional work experience with at least 1 year in troubleshooting for SaaS products and 1 year providing support to customers
• Experience working with CRMs and modern SaaS tools (G Suite, Slack, Zendesk, etc.)
• Service-oriented approach with strong client-focused skills, comfortable making calls to customers
• Team player with collaborative work style
• Excellent time and tasks management
• Problem-solver mindset
• Excellent English verbal and written communication skills
• Legal authorization to work in the United States without the need for employer sponsorship now or in the future
• Ability to sit for extended periods and perform extensive computer work, both of which are key aspects of this role
• Ability to perform job duties from a home office, when applicable, utilizing necessary technology and maintaining productivity
• Regular, reliable attendance and punctuality are essential functions of the job to ensure consistent workflow and communication

Requirements

• The top candidate will also have experience working in the automotive industry
• Experience in SEO/SEM (e.g., Google Adwords, Facebook ads, Bing ads)

Benefits

• Competitive compensation & comprehensive benefits—because your well-being matters
• Flexible, family-friendly environment that supports work-life balance
• Global team of innovators, collaborators, and go-getters who challenge and uplift one another
• Cutting-edge AI technology that delivers real value and solves complex challenges for our customers
• Fast-paced startup culture with endless opportunities for learning, growth, and ownership
• A culture built on feedback, initiative, and mutual success, where your voice is heard and your potential is nurtured
• Join us in shaping the future of automotive retail—we’re just getting started
• Annual base starting salary: $55,000 - $65,000 depending on experience and other qualifications of the successful candidate
• Benefits Options: Medical, Dental, Vision, Disability, Life/AD&D, EAP, 15 vacation days per year to start, 80 hours of sick leave, 12 paid holidays, paid parental leave, & 401k with company match