Technical 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 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.

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 business 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. 

ISI Software, part of the Fullsteam organization, is a leading provider of business management and billing software solutions for the fast lube industry, which focuses on quick oil changes, maintenance services, and related automotive services. ISI's software is specifically designed to address the unique needs of businesses, helping streamline operations, increase efficiency, and improve customer service. 

The position is responsible for providing timely, friendly and accurate technical assistance to customers. Acting as a customer advocate, you will provide remote support for computer hardware, software, and networking components in the industry. Key responsibilities include diagnosing and resolving problems, responding to customer inquiries via phone and written communication channels, documenting technical issues, and providing exceptional customer experience. 

Primary Responsibilities: 

• Provide technical assistance: Respond to user inquiries, troubleshoot issues, and guide users on resolving problems.  

• Handle customer inquiries: Take ownership of customer phone calls, emails, and other support requests in a courteous and respectful manner. 

• Case ownership and management: Effectively prioritize and manage case backlog, meet commitments and follow-up with customers in a timely manner. 

• Diagnose and Troubleshoot: Identify the root cause of technical issues and implement solutions.  

• Document and escalate: Maintain records of support interactions, research and escalate complex cases to higher-level support as needed. 

• Provide training: Assist users with understanding of using software and hardware.  

• Maintain knowledgebase: Contribute to the documentation of solutions, procedures and best practices.  

• Communicate effectively: Explain technical concepts clearly and concisely to both technical and non-technical users.  

• Provide exceptional customer support: Going above and beyond to ensure customers have a positive experience. 

• Other duties: Perform other support-related duties as assigned by management. 

• Adhere to company policies and procedures: Follow established company guidelines and complete annual training requirements by due date.  

Skills & Competencies: