Offer summary

Qualifications:

2+ years of call center experience preferred, Bachelor's degree in an IT-related field is desirable, Excellent communication and writing skills, Ability to multitask and work in a fast-paced environment..

Key responsibilities:

Guide customers through the installation and training process to ensure successful product adoption

Establish and maintain relationships with customers to provide exemplary support

Document, analyze, troubleshoot, and test software based on user specifications

Provide live chat, email, and phone support while maintaining high levels of customer satisfaction.

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 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. 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.

Club Prophet Software, LLC, part of the Fullsteam organization, is looking for dedicated, caring, and detail-oriented individuals to join our team. This is an
opportunity to be a part of a fast-paced tech company on a quickly growing team.

Job Summary:
Your role will focus on contributing to the analysis, and testing of the software as well as supporting customers to maximize the value Club Prophet Software, LLC brings to their business. You will also assist in boarding (installation &
training) new customers and ensuring high levels of customer success and satisfaction.

Primary Responsibilities:

Learn our product offering and be able to communicate our value to potential customers
Guide customers through the installation & training process (remotely and in-person) to ensure the successful adoption of our product and maintain high customer satisfaction
Establish and maintain relationships with customers by understanding their business objectives and providing exemplary support with the goal of creating long-term loyal customers
Continuously learn and maintain your expert product knowledge and educate customers on the functionality and uses of our products
Document, analyze, troubleshoot and test software based on and related to user specifications and technical issues
Track your interactions and keep customer data organized using our ticketing tools
Provide live chat, email, and phone support, including creating records of software “bugs” and performing follow-ups on existing issues clients have reported
Provide customer insights and feedback to other teams including Sales, Development, Project Management and others
Proactively engage existing customers to ensure successful adoption of the platform
Maintain high levels of customer satisfaction by providing fast and accurate responses while closing a high volume of tickets
Support leadership and actively contribute to key business initiatives
Work the 10:30-7PM EST shift and participate being on pager rotation

Minimum Qualifications:
• Preferably 2+ years of call center experience
• Experience in software training is a plus
• Background in networking is preferred
• Bachelor's degree in an IT-related field is desirable
• Must be available to work the 10:30 AM – 7:00 PM EST shift
• Possess a natural ability to communicate with people of all backgrounds
• Possess excellent writing skills and ability to quickly compose clear and concise answers
• Treat all feedback, issues, and questions as opportunities to improve
• Have at least 6 months experience working in a call center or technical environment
• Willing to travel (up to 30% travel)
• Have the ability to prioritize and think strategically about how to improve processes to make our users’ experience even better, while still managing day-to-day tasks
• Are dependable with the ability to multitask and work in a fast-paced environment
• Already are, or can learn to be, a highly computer-literate, technical individual that embodies excellent troubleshooting and problem-solving skills
• Are able to learn technical knowledge related to computer system analysis, application development, or software engineering
• Are hungry to grow both personally and professionally
• Are a technology native – someone who naturally adapts to an ever-changing technological landscape.

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.

Required profile