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.
Job Summary:
Responsible for providing exceptional support to our customers throughout the onboarding process, ensuring they have a positive experience with our software products. You will be the first point of contact for our customers, guiding them through initial setup, product features, and training of the software. This role directly impacts the success of our clients and the efficiency with which they utilize our software, thus directly contributing to our company’s growth and reputation.

Primary Responsibilities:

• Simultaneously manage multiple customer relationships in regards to the onboarding experience into ERS/DRS software; including, but not limited to, consultation regarding software setup, defining rule sets applicable based on unique customer configurations and managing basic site modifications as needed.
• Build and maintain strong relationships with key stakeholders at client organizations. Act as the primary point of contact for any issues or inquiries related to the onboarding ERS/DRS software, providing timely and effective solutions to enhance client satisfaction and retention.
• Consult with end users to determine needs and specification requests, analyze, troubleshoot, and document issues as they arise throughout onboarding.
• Maintain detailed records of client interactions, issues, and resolutions to be utilized in regular reporting and creation of team metrics.
• Consult and facilitate training of customers on the use of software products and systems that we develop. Provide direct follow-up training when and where applicable and at your discretion as the owner of the customer relationship.
• Maintain a comprehensive understanding of the company software and services.
• Contribute ideas for improvements and enhancements for new features to be implemented into the system.
• Maintains client confidence and protects 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.

Skills & Competencies:

• Ability to effectively speak, write, and understand the English language. Excellent written and verbal communication skills with the ability to communicate with leadership staff, cross functional teams, and external sources.
• Offer consistently great customer service with commitment to excellence in everything we do while always doing what would be in the best interest of the customer.
• Must have experience in support and/or customer relationship management with experience implementing SaaS preferred.
• Must have excellent demeanor with customers and problem-solving skills.
• Thorough knowledge of computer software, hardware, and a variety of internet applications, networks, and operating systems.
• Demonstrated troubleshooting abilities and attention to detail.
• Skilled in developing specific goals and plans to prioritize, organize, and accommodate work responsibilities and meet business deadlines.
• Ability to use computers and computer systems to navigate databases, enter data, and process and document information.
• Ability to understand the software products, including but not limited to Microsoft Office and Google Workspace.

Minimum Qualifications:

• Three (3) years customer facing experience, ideally supporting software applications.

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.

• Simultaneously manage multiple customer relationships in regards to the onboarding experience into ERS/DRS software; including, but not limited to, consultation regarding software setup, defining rule sets applicable based on unique customer configurations and managing basic site modifications as needed.
• Build and maintain strong relationships with key stakeholders at client organizations. Act as the primary point of contact for any issues or inquiries related to the onboarding ERS/DRS software, providing timely and effective solutions to enhance client satisfaction and retention.
• Consult with end users to determine needs and specification requests, analyze, troubleshoot, and document issues as they arise throughout onboarding.
• Maintain detailed records of client interactions, issues, and resolutions to be utilized in regular reporting and creation of team metrics.
• Consult and facilitate training of customers on the use of software products and systems that we develop. Provide direct follow-up training when and where applicable and at your discretion as the owner of the customer relationship.
• Maintain a comprehensive understanding of the company software and services.
• Contribute ideas for improvements and enhancements for new features to be implemented into the system.
• Maintains client confidence and protects 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