Customer Technical Support Specialist

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. Ricochet POS, part of the Fullsteam organization, provides an affordable, cutting-edge software solution for the consignment, resale, and retail industries. Our customers benefit from a wide range of integrations and features that help them efficiently manage both brick-and-mortar and online operations. As a growing software company, we are dedicated to offering a better, more modern way for small business owners to run their stores. We are seeking driven, customer-centric individuals who are excited to work with a small but mighty team that values collaboration, innovation, and helping businesses thrive. This role offers an excellent opportunity to gain meaningful experience in the fast-expanding world of cloud-based/SaaS solutions. For those with existing experience in this field, it provides a chance to deepen your expertise and grow with a rapidly expanding organization that genuinely appreciates its employees. The Customer Technical Support Specialist is a customer-facing SaaS role responsible for providing technical support to Ricochet POS customers while also assisting with customer onboarding and training. Approximately 75% of this role is dedicated to Customer Support , with the remaining 25% focused on Customer Onboarding and Training . The Support portion of the role serves as the primary point of contact for customers needing assistance with Ricochet's cloud-based POS platform, including software, account, payment, hardware, and integration-related issues. The Specialist is responsible for troubleshooting issues, educating customers, managing escalations, documenting interactions, and ensuring timely and effective resolutions. The Onboarding and Training portion of the role supports new and existing customers through implementation, system setup, product education, and training. This includes helping customers understand how to use Ricochet effectively and ensuring they are prepared to successfully operate their business using the platform. The Specialist works closely with internal teams to resolve customer needs, support product adoption, and provide a consistent customer experience throughout the customer lifecycle. Primary Responsibilities: Customer Support — 75% Serve as a primary point of contact for customers through inbound support channels, including chat, email, and phone. Troubleshoot software, accounts, payment, hardware, and integration-related issues. Provide clear, easy-to-understand guidance to customers with varying levels of technical knowledge. Support POS hardware and peripherals, including receipt and label printers, barcode scanners, and payment terminals. Assist customers with website, e-commerce, and third-party integration-related issues. Educate customers on Ricochet features, functionality, and best practices. Take ownership of customer issues from initial contact through resolution or appropriate escalation. Analyze issues, gather relevant information, troubleshoot systematically, and determine the appropriate next steps. Escalate complex technical or account issues to the appropriate internal team while maintaining ownership of customer communication. Accurately document customer interactions, troubleshooting steps, resolutions, and follow-up requirements. Handle customer complaints professionally, de-escalating situations when necessary and working toward effective resolutions. Collaborate with Billing, Payments, Development, Onboarding, and other internal teams to resolve customer needs. Communicate recurring customer issues and feedback to appropriate internal teams. Develop and maintain an in-depth working knowledge of Ricochet's cloud-based POS platform. Develop a working knowledge of consignment, resale, retail, and vendor-based business operations. Identify opportunities to recommend additional products or services that may benefit customers. Assist with support-related projects, process improvements, documentation, and other initiatives as assigned. Customer Onboarding & Training — 25% Assist new customers throughout the onboarding process to help them successfully implement and begin using Ricochet POS. Guide customers through system setup, configuration, and initial product adoption. Conduct customer training sessions covering Ricochet's core features and workflows. Provide individualized training based on a customer's business model, needs, and level of technical experience. Educate customers on best practices for using Ricochet to manage their day-to-day business operations. Help customers understand relevant integrations, payment solutions, hardware, and additional Ricochet services. Identify areas where customers may need additional training or support and provide appropriate follow-up. Assist customers in resolving setup or configuration issues encountered during onboarding. Document onboarding activities, customer needs, training provided, and outstanding follow-up items. Communicate customer needs or implementation concerns to the appropriate internal teams. Help transition customers from onboarding into ongoing Support by ensuring relevant information is documented and communicated. Participate in developing and improving onboarding and training materials, documentation, and processes. Assist with training existing customers when new products, features, or significant system changes are introduced. Skills & Competencies: Customer-focused, positive, and collaborative approach. Strong troubleshooting and problem-solving skills. Excellent written, verbal, and interpersonal communication skills. Ability to explain technical concepts clearly to non-technical customers. Strong presentation and training skills. Ability to adjust communication and training style based on the customer's needs and technical experience. Strong attention to detail and ability to manage multiple priorities. Excellent organizational and time-management skills. Ability to manage customer expectations and remain professional in challenging situations. Strong sense of ownership, accountability, and follow-through. Comfortable working independently while contributing effectively to a small team. Willingness and initiative to learn new technologies, products, and responsibilities. Strong computer skills and ability to quickly learn new software and systems. Experience with support and business tools such as Intercom, Salesforce, Microsoft Office, Teams, or similar platforms. Minimum Qualifications: 4+ years of customer support, technical support, SaaS support, onboarding, training, or a related customer-facing technology role. Experience troubleshooting computer software or cloud-based applications. Experience working in a support center, helpdesk, SaaS, or technology-focused environment. Ability to communicate effectively with both technical and non-technical customers. Ability to conduct customer training and explain software functionality clearly. Ability and willingness to work Saturdays as part of a rotating schedule. Ability to participate in an on-call rotation, as required. High school diploma or equivalent; additional education or technical training is a plus. Hourly range: $22.00/hour- $25.50/hour USD 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.