Offer summary

Qualifications:

Strong communication skills for customer interaction via various channels., Experience in technical support or customer service roles., Ability to analyze and troubleshoot software issues effectively., Familiarity with software products and systems, preferably in the salon or spa industry..

Key responsabilities:

Assist customers with setup and troubleshooting through phone, video, chat, or email.

Manage support tickets and keep customers updated on their status.

Consult and train customers on software usage and features.

Contribute to software improvements and participate in beta testing of new features.

Job description

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.

SalonRunner, part of the Fullsteam organization, is the salon industry’s next generation platform, providing tomorrow’s Salon 3.0 functionality today. It makes use of SalonRunner's platform and flagship brand Rosy Salon Software. Rosy is an industry-leading comprehensive suite of salon scheduling and business tools that provide unmatched online features and functions specifically for salons and spas. We are looking for a Customer Technical Support Specialist to join the team!

This is a remote role.

Responsibilities and Duties:

Assist customer with questions, set-up and 1:1 troubleshooting via phone, video conferencing, live chat, or email in a timely manner.
Consult with end users to determine needs and specification requests, analyze, troubleshoot, and document issues as they arise.
Manage Support Tickets via Team Support to ensure customers are kept up to date on ticket statuses and provides timely resolutions.
Consult and train customers on the use of software products and systems that we develop.
Maintain a comprehensive understanding of the company software.
Contribute ideas for improvements and enhancements for new features are implemented into the system.
May be involved in Beta testing of new software features as they are released. Contribute to the design and development of analysis of system after testing. Review documentation and recommend new techniques and improvements to design and process flows and procedures.
Maintains client confidence and protect operations by keeping information confidential.
Adapts to changing priorities and business needs by willingly taking on additional tasks and responsibilities as assigned by management.
Must work the hours and location as assigned by management.
Demonstrates commitment to upholding company standards and values by consistently following all company policies, procedures, and guidelines.

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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