Customer Support Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

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 1,700 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. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

RoomKeyPMS, part of the Fullsteam organization, is a leading property management system provider for hotels and accommodations around the globe. We empower hotels to deliver exceptional guest experiences through innovative software solutions. Our team is dedicated to helping our customers maximize operational efficiency and streamline their management processes.

Reporting to the Director of Customer Experience, the Customer Support Specialist will provide software support, deliver training, troubleshoot technical issues, and offer customized service support for top accounts using RoomKeyPMS products and services. This is a remote work-from-home position where you will play a critical role in helping clients navigate technical issues, identifying bugs, coordinating with the development team, and providing personalized service for top-tier customers. This position is integral in ensuring that customers receive optimal support while maintaining a seamless user experience.

Primary Responsibilities:

• Provide software support for a wide range of local and international clients, assisting with troubleshooting all RoomKeyPMS product offerings.

• Analyze and resolve technical problems using problem-solving skills via telephone, email, and chat, utilizing remote desktop connections.

• Identify, document, and escalate bugs or system issues to the Product and Development teams, ensuring timely resolution.

• Assist with coordinating and tracking the progress of bug fixes or software updates in collaboration with internal teams.

• Document all issues, actions, and client resolutions in CRM, ensuring accuracy and transparency in customer interactions.

• Assess customer technical support needs and handle inquiries, providing solutions in a timely and professional manner.

• Identify recurring technical problems or system limitations and collaborate with internal teams to develop long-term solutions.

• Develop and maintain internal and external knowledge documentation, including how-to guides, troubleshooting steps, and video tutorials.

• Assist with the onboarding of new and existing clients by preparing training materials and conducting training sessions on all RoomKeyPMS product offerings and services.

• Provide customized service support for top accounts, ensuring these clients receive personalized attention and solutions to their specific needs.

• Work collaboratively with the Implementation and Development teams to ensure products are configured, tested, and installed correctly.

• Provide insights into customer feedback to assist in the ongoing development and enhancement of RoomKeyPMS products.

• Provide emergency after-hours technical support on a rotating schedule, assisting customers with urgent technical issues outside of standard business hours.

• Perform other duties as required by the Director of Customer Experience or management team.

Skills and Competencies:

• Technical Expertise: Proficient in troubleshooting software, hardware, and network issues, with an understanding of cloud-based systems, databases, and operating systems (Windows, MAC). Familiarity with RoomKeyPMS products and services is a plus.

• Customer-Centric Mindset: Demonstrated ability to deliver excellent customer service, with a focus on understanding customer needs and delivering tailored solutions. Adept at handling customer inquiries, managing expectations, and maintaining satisfaction.

• Communication Skills: Strong verbal and written communication abilities, with the capacity to explain complex technical issues in a clear, concise, and user-friendly manner. Comfortable engaging with diverse client profiles in both English and potentially another language.

• Problem-Solving: Exceptional analytical skills with the ability to identify root causes, develop and implement solutions, and troubleshoot effectively under pressure. Skilled in debugging and providing timely resolutions.

• Collaboration & Teamwork: Ability to work effectively within cross-functional teams, including with product development, implementation, and support teams, to ensure a cohesive customer experience.

• Adaptability: Ability to adapt to evolving product features, customer needs, and changing priorities in a fast-paced environment.

• Documentation & Knowledge Sharing: Ability to create and maintain comprehensive knowledge bases, troubleshooting documentation, and training materials to ensure efficient resolution and continual improvement.

• Time Management: Exceptional organizational skills, with the ability to prioritize competing demands, manage time effectively, and meet deadlines while maintaining attention to detail.

• Cultural Sensitivity: Able to engage with and provide support to clients from diverse cultural backgrounds, demonstrating awareness of global customer needs and expectations.

Minimum Qualifications:

• College diploma or bachelor’s degree in a related field or relevant work experience.

• Hospitality industry experience is an asset as it will help in understanding customer needs and troubleshooting industry-specific issues.

• Strong technical troubleshooting abilities, with a demonstrated ability to resolve software and system issues efficiently.

• Exceptional customer service skills with the ability to communicate complex technical concepts in a clear, user-friendly manner.

• Excellent organizational and time management skills, with the ability to handle multiple tasks and prioritize effectively.

• Ability to work well under pressure and adapt to changing project priorities.

• Excellent problem-solving and analytical skills, with a focus on root cause analysis and issue resolution.

• Outstanding interpersonal skills with the ability to interact effectively with diverse individuals in various circumstances.

• Ability to work independently and with a high degree of self-initiative, managing your own workload and responsibilities.

• Detail-oriented and committed to ensuring tasks and projects are completed to the highest standards.

• Good understanding of business operations and accounting practices, particularly within the hospitality industry.

• Knowledge of Microsoft Windows and at least one of the following: MAC, cloud computing, or a working knowledge of database systems.

• Must be available to work between the hours of 6 am to 5 pm PST, Monday to Friday, with the ability to accommodate a flexible work schedule.

• Must have a stable and high-speed internet connection at home.

• Emergency after-hours support is required on a rotational basis.

• Bilingual abilities (English and another language) are an asset.

Fullsteam recognizes that your health and wellbeing are a priority. This is why we offer a full suite of benefits that include:
•  Medical
•  Extended Health and LTD plan
•  Dental
•  Vision
•  RRSP (with employer match)
•  Health Spending Account
•  Flexible paid time off

This posting is for an existing vacancy and will remain open until filled.

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.