Software Support Representative

Job Description:

The Director of Support will coach the successful applicant to manage incoming support issues through a ticketing system and proactively address daily operational customer concerns in a fast-paced entrepreneurial environment.

Candidates should be organized, meticulous, and have excellent written and verbal communication skills, especially the ability to communicate technical information and processes to non-technical audiences.

Previous online customer support experience in a software application support environment is preferred. It is important to note that this is NOT a hardware support position.

Primary Responsibilities:

• Provide technical and application support assistance for our product
• Reproduce reported problems and determine alternative solutions
• Escalate product issues through the proper channels and follow the issues through to resolution
• Engage and contribute to daily support and weekly company-wide edge calls
• Work in harmony with your edge teammates in pods to resolve urgent issues
• Maintain consistent customer focus in the face of adversity and change
• Regularly and effectively provide customers with progress updates of (but not limited to) project completion timelines, bug fix efforts, and development enhancement requests
• Display competence in communication (verbal and written) and interpersonal relations
• Build lasting relationships with internal team members, partners, and customers (Attitude is the key)

Skills & Competencies:

• Familiar with common web technologies and software like Google Chrome web browser, Gmail, and Microsoft Office 365
• Familiarity with CRMs and/or Dynamics 365
• Being proficient in HTML is a plus
• Web-based (SaaS or Cloud) Solution experience
• Strong collaborator and team-first mindset
• Proficient skillset using ticketing systems for software-related issues, for example, FreshDesk, Zendesk, and/or Salesforce

Minimum Qualifications:

• Two years or more of helpdesk/software support experience
• One year or more of travel industry experience
• Established home office environment conducive to uninterrupted focus

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.

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