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 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 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.

RMI Software, part of the Fullsteam organization, is a Microsoft Business Central Partner. Our product is embedded into Microsoft Business Central, and focuses on a customer base that rents, sells and services equipment. Some large industries that we work with include Trailers, Storage Containers, Heavy Construction Equipment and Medical Equipment. We also have several specialized rental companies that use our software as well.

This is a remote role and can be located anywhere in the US.

Job Summary:

This position is responsible for the capture of inbound call and email activity for entry into RMI’s internal tracking system, CRM. This position provides first line response to customer inquiries. Working under direct supervision, a Support Specialist responds to external clients, provides timely capture of cases and closure of routine questions and problems. They are also responsible for the review and practical application of information derived from in-house training and from training materials and tools provided by RMI. This position requires flexibility; the flexibility to adapt to change and respond quickly to client’s inquiries/needs and fluctuations in work volume; ability to handle moderate levels of stress; ability to deal with emotional and/or irate customers.

Primary Responsibilities:

• Develop a complete understanding of RMI’s internal tracking system, CRM and to use it to record and manage all Client Service requests

• Develop a complete understanding of the core functionality of the RMI ADVANTAGE 365 Solution

• Monitor client inquiry activity and communicate with the client to resolve routine questions and problems

• Ensure that all client inquiries via telephone, support site and email are entered into CRM

• Cognizant of RMI and Customer Service Level Agreements and work to stay within the terms and timeframes identified in those agreements

• Use standard business language in the entry of cases into CRM

• Utilize the CRM and Support Site Knowledge Base to close inbound issues as first line of resolution

• Escalate cases to senior levels as appropriate

• Assist and train less experienced Client Services Team members

• Attend meetings as required

Minimum Qualifications:

• Good client service skills

• Basic knowledge of Windows applications

• Intermediate level of troubleshooting, analytical and problem-solving skills

• Good oral and written communication skills

• Ability to work in a team environment and encourage teamwork

• Ability to grasp new concepts quickly

• Desire to increase technical knowledge

Preferred Qualifications:

• BA/BS degree in Accounting/MIS or other business-related degree and/or six months to one year of Support Desk experience or experience in accounting, inventory management, asset management, or other facets of financial or operating activities.

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.