Technical Support Representative

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.

SOS Inventory, part of the Fullsteam organization, is a cloud-based inventory, order management, and manufacturing solution designed specifically for small- and mid-sized businesses. By integrating directly with QuickBooks Online and popular e-commerce and logistics platforms—such as Shopify, BigCommerce, PayPal, UPS, and ShipStation—it gives companies real-time visibility into stock levels, automates order workflows, and manages multi-level assemblies and bills of materials within a single system. Its flexible customization and support for lot/serial tracking, barcode scanning, partial shipments, and work-in-progress tracking deliver functionality well beyond basic inventory tools, helping businesses eliminate manual errors and accelerate time to value.

Job Summary:

Provide exceptional and friendly customer service to a diverse customer base via email, phone, and online meetings. Learn software through formal and informal training and self-study to gain system expertise to best support customers. Work with the team to cover all shifts as needed.

Primary Responsibilities:

• Field customer support requests via online customer support software and provides technical expertise in answering requests.
• Answer incoming calls from customers and potential customers, explaining the proper use of the software and its capabilities.
• Troubleshoot customer challenges using systematic and methodical troubleshooting processes.
• Utilize online meeting software to conduct meetings with customers and/or fellow employees to enhance customer support and internal training.
• Exhibit professionalism in interacting with customers, potential customers, and fellow employees.
• Utilize excellent verbal and written communication.
• Continuously seek out information and understand that learning is an essential and continuous part of the job.

Skills & Competencies:

• Strong customer service orientation with a friendly, patient, and professional demeanor.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Active listening and empathy when engaging with customers.
• Systematic and methodical troubleshooting ability, using logical processes to diagnose and resolve issues.
• Strong organizational and time management skills; able to handle multiple support requests efficiently.
• Adaptability and flexibility to work varied shifts and adjust to evolving business needs.
• Team collaboration skills—comfortable working with peers and leadership to resolve customer challenges.
• Ability to learn complex software systems quickly through training, documentation, and self-study.
• Proficiency with online meeting and collaboration tools (e.g., Zoom, Teams, or equivalent).
• Attention to detail with a focus on accuracy and completeness in case documentation.
• Initiative and self-motivation to go beyond the immediate issue to identify root causes and long-term solutions.
• Strong problem-solving mindset with resilience under pressure.
• Technical aptitude for business applications, accounting systems, or inventory management platforms.
• Commitment to continuous learning and professional development.

Minimum Qualifications:

• Minimum of 1+ year experience in a Customer Support role
• Can present information and solutions to challenges in an organized, professional, and understandable fashion, in both writing and verbal fashion.
• Able to maintain professionalism and friendliness to customers and fellow employees.
• Be self-motivated and fanatical about customer support.
• Have a passion for helping small/medium businesses succeed, always searching for ways to best meet their needs.
• Exhibit understanding of troubleshooting methodologies to solve customer’s challenges.
• Be able to receive training on software and related systems and use such training to support the customer base.
• Can research established shared resources and self-learn.
• Confident to reach out to more experienced staff for help.
• Experience in QuickBooks, accounting, and inventory management software preferred but not required.
• Have a suitable office setting for telecommuting.

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.