Technical Customer Support Intern

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.

Club Prophet Software, LLC, part of the Fullsteam organization, is looking for a Technical Customer Support Intern to join our team. This is an opportunity to be a part of a fast-paced tech company on a quickly growing team. Your role will focus on contributing to the analysis, development, and testing of the software as well as supporting customers to maximize the value Club Prophet Software, LLC brings to their business. You will also assist in boarding (installation & training) new customers and ensuring high levels of customer success and satisfaction.

Ideally, this candidate would work 29 hours weekly (flexible hours between 8am-7pm EST) throughout the school year with the possibility of moving to a full-time position upon graduation if openings are available.

You should apply for this job if you:

• Possess a natural ability to communicate with people of all backgrounds

• Possess excellent writing skills and ability to quickly compose clear and concise answers

• Treat all feedback, issues, and questions as opportunities to improve

• Are comfortable communicating over the phone in a fast paced, high pressure call center environment; prior experience in a call center or technical support setting is preferred but not required.

• Have the ability to prioritize and think strategically about how to improve processes to make our users’ experience even better, while still managing day-to-day tasks

• Are dependable with the ability to multitask and work in a fast-paced environment

• Already are, or can learn to be, a highly computer-literate, technical individual that embodies excellent troubleshooting and problem-solving skills

• Are able to learn technical knowledge related to computer system analysis, application development, or software engineering

• Are hungry to grow both personally and professionally

• Are a technology native – someone who naturally adapts to an ever-changing technological landscape

Primary Responsibilities:

• Learn our product offering and be able to communicate our value to potential customers

• Guide customers through the installation & training process to ensure the successful adoption of our product and maintain high customer satisfaction

• Establish and maintain relationships with customers by understanding their business objectives and providing exemplary support with the goal of creating long-term loyal customers

• Continuously learn and maintain your expert product knowledge and educate customers on the functionality and uses of our products

• Document, analyze, troubleshoot and test software based on and related to user specifications and technical issues

• Track your interactions and keep customer data organized using our ticketing tools

• Provide live chat, email, and phone support, including creating records of software “bugs” and performing follow-ups on existing issues clients have reported

• Provide customer insights and feedback to other teams including Sales, Development, Project Management and others

• Proactively engage existing customers to ensure successful adoption of the platform

• Maintain high levels of customer satisfaction by providing fast and accurate responses while closing a high volume of tickets

• Support leadership and actively contribute to key business initiatives

Skills & Competencies:

• Effective Communication: Ability to clearly explain technical issues in a way that customers can understand.

• Active Listening: Understand customer concerns and respond appropriately.

• Problem Solving: Identify issues quickly and propose or execute solutions.

• Empathy & Patience: Stay professional and calm, especially in challenging situations.

• Attention to Detail: Accurately document issues and follow support protocols.

• Multi-tasking: Handle multiple tickets or calls efficiently without losing focus.

• Collaboration: Work closely with Support,QA, IT, and programming teams to resolve issues.

• Follow-Up Skills: Ensure customer concerns are resolved completely and on time.

Technical Skills:

• Customer Service - Understanding

• Basic SQL Knowledge: Understanding of SQL Server Management Studio (SSMS), database structure, and common commands.

• Pulling SQL Backups: Ability to locate, generate, and securely export SQL database backups.

• Data Uploading: Familiarity with uploading files into internal systems like a proprietary Uploader application.

• Staging Environment Setup: Basic understanding of how to restore SQL backups into test or QA environments.

• Version Tracking: Awareness of software build versions and testing across different environments.

• Troubleshooting: Ability to identify and flag data-related anomalies or issues during testing or backup pulls.

Minimum Qualifications:

Education:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred (or currently pursuing).

Customer Service Experience:

• 1+ year of experience in a customer-facing support role (phone, email, or chat support).

• Strong verbal and written communication skills.

• Ability to handle challenging situations with professionalism and patience.

• Experience using ticketing systems is a plus.

Technical / SQL Skills:

• Basic understanding of relational databases and SQL concepts.

• Hands-on experience with SQL Server Management Studio (SSMS) or similar tools.

• Ability to pull, save, and upload SQL database backups.

• Familiarity with restoring backups in a staging or test environment is a plus.

• Understanding of basic IT troubleshooting steps (e.g., connectivity, permissions).

General Competencies:

• Strong organizational and time management skills.

• Attention to detail and accuracy when working with data.

• Ability to work independently and within a team.

• Willingness to learn new tools and processes quickly.

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.