Fullsteam · 2 weeks ago
Customer Technical Support Specialist (Cloud-Based POS Software)
Boise, ID
Full-time
Onsite
Mid Level
4+ years expFullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish. The Customer Technical Support Specialist provides frontline support to Ricochet POS users, ensuring timely resolutions and positive customer experiences while collaborating with internal teams to assist with customer needs.
PaymentsSoftware
Hiring Manager
Zach Andrews
Responsibilities
Develop in-depth knowledge of our cloud-based point-of-sale (POS) software solution
Build a general understanding of consignment and vendor-based stores and their operational needs
Serve as the primary point of contact for customers through inbound support channels
Assist and guide non-technical customers with clear, easy-to-understand communication
Handle complaints in a timely manner, de-escalate when necessary, and own the issue escalation process—ensuring proper analysis, resolution, communication, and documentation
Coordinate with various teams to reach out to customers who need assistance or account guidance
Collaborate with internal departments to support customers whose needs extend beyond the support team
Develop a working knowledge of all company services and offerings
Upsell additional products and services to existing customers
Complete other tasks assigned by Management
Qualification
Required
At least four years of relevant customer support experience
Powerful desire to learn and grow
Prior experience supporting computer software
Ability to work Saturdays
Ability to work on-call
Experience in a support center environment
Background supporting cloud-based/SaaS software solutions
Experience supporting website services and/or ecommerce solutions
Experience working with consignment and/or vendor-based stores
Knowledge of POS software, payment terminals/processing, CRM, and/or helpdesk tools
High school diploma or higher education
A self-starting, positive team-player who enjoys collaboration, with strong drive and motivation to succeed
Strong computer skills, including Intercom, Salesforce, Microsoft Office Suite (including Teams)
Strong problem-solving abilities
Detail-oriented with the ability to multitask effectively
Willingness and initiative to take on new responsibilities and projects as they arise
People-oriented with excellent listening skills and enthusiasm for solving customer problems
Ability to manage and align with customer expectations
Desire in learning the consignment and vendor-based business models
Strong written, phone, presentation, and interpersonal communication skills
Highly organized with strong time management abilities
Dependable with a keen sense of accountability in meeting work commitments
Consistently punctual and able to maintain steady, reliable work performance
Comfortable working independently as part of a small team without the need for micromanagement
Company
Fullsteam
Backed by Aquiline Capital Partners and ADIA, Fullsteam is a dynamic and growing team of 1,700 employees committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries.
1001-5000 employees
H1B Sponsorship
Fullsteam has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Aquiline Capital PartnersSixth Street
2023-05-25Private Equity
2021-12-02Private Equity
Leadership Team
Bradley Friemel
Chief Technology Officer, Rentals Vertical
Charles Freund
Chief Financial Officer
Recent News
Company data provided by crunchbase