[Hiring] Technical Support Specialist @Fullsteam

Role Description

The position is responsible for providing timely, friendly and accurate technical assistance to customers. Acting as a customer advocate, you will provide remote support for computer hardware, software, and networking components in the industry. Key responsibilities include:

• Provide technical assistance: Respond to user inquiries, troubleshoot issues, and guide users on resolving problems.
• Handle customer inquiries: Take ownership of customer phone calls, emails, and other support requests in a courteous and respectful manner.
• Case ownership and management: Effectively prioritize and manage case backlog, meet commitments and follow-up with customers in a timely manner.
• Diagnose and Troubleshoot: Identify the root cause of technical issues and implement solutions.
• Document and escalate: Maintain records of support interactions, research and escalate complex cases to higher-level support as needed.
• Provide training: Assist users with understanding of using software and hardware.
• Maintain knowledgebase: Contribute to the documentation of solutions, procedures and best practices.
• Communicate effectively: Explain technical concepts clearly and concisely to both technical and non-technical users.
• Provide exceptional customer support: Going above and beyond to ensure customers have a positive experience.
• Other duties: Perform other support-related duties as assigned by management.
• Adhere to company policies and procedures: Follow established company guidelines and complete annual training requirements by due date.

Qualifications

• Technical Proficiency: Strong understanding of computer hardware, software, and networking concepts to diagnose and troubleshoot issues effectively.
• Problem-solving: Ability to identify root causes of technical problems and implement solutions efficiently.
• Communication: Excellent verbal and written communication skills to explain technical concepts clearly to both technical and non-technical users.
• Customer Service Orientation: Ability to build rapport, handle difficult situations, and prioritize customer satisfaction to provide exceptional support.
• Documentation Skills: Skill in maintaining accurate records of support interactions, providing solutions and contributing to the knowledgebase.
• Time management: Ability to handle multiple support requests, prioritize tasks effectively, and manage case backlog.
• Adaptability: Willingness to learn new technologies, adjust to new conditions, and handle unexpected challenges and opportunities.
• Performance Monitoring: Ability to meet key performance metrics and identify areas for improvement in support processes.
• Ability to understand software products, including but not limited to Microsoft Office and Salesforce.

Requirements

• High School Diploma or equivalent certificate.
• Two (2) years technical support and customer-facing experience.
• Proficient troubleshooting experience in Linux and Windows environments.

Benefits

• Base Pay: $19.71–$32.21 per hour.

Company Description

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.

ISI Software, part of the Fullsteam organization, is a leading provider of business management and billing software solutions for the fast lube industry, which focuses on quick oil changes, maintenance services, and related automotive services.