Software Support Technician

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.

RB Retail & Service Solutions, part of the Fullsteam organization, is seeking a motivated, technically skilled Software Support Technician to join our team. In this role, you will provide technical support, troubleshoot software issues, and help our customers get the most out of our software solutions.

You will support more than 600 businesses across the United States and Canada, assisting customers by telephone and through remote internet support. You will play an important role in resolving technical issues, ensuring customer satisfaction, testing software updates, and helping improve the overall customer experience.

This position is ideal for someone who enjoys solving problems, learning new technologies, and working directly with customers. Our fast-paced, highly varied environment requires someone who can quickly learn new concepts, apply technical knowledge, and work effectively both independently and as part of a team.

The successful candidate will be comfortable working with multiple facets of IT, including software troubleshooting, basic networking, remote support, and technical documentation. Training is provided to all new hires, but a strong technical foundation, willingness to learn, and customer-focused mindset are essential. This position requires extended periods of computer use and frequent telephone communication with customers. Experience with remote support and help desk ticketing software is expected.

Primary Responsibilities:

• Provide professional, timely, and effective technical support to customers by telephone and through remote internet support.
• Troubleshoot and resolve software, system, and basic networking issues.
• Assist customers with software installation, setup, configuration, and usage.
• Use remote support tools to diagnose and resolve customer issues.
• Accurately document customer issues, troubleshooting steps, and resolutions in the company's support ticketing system.
• Escalate complex or unresolved issues to the appropriate internal team members.
• Test new software updates and enhancements to identify potential issues before release.
• Document software testing results and communicate findings to the appropriate teams.
• Create and maintain customer-facing technical documentation, including setup guides, how-to instructions, and software usage documentation.
• Clearly and patiently explain technical concepts and software functionality to customers with varying levels of technical experience.
• Collaborate with internal teams to identify recurring issues, improve support processes, and enhance the customer experience.
• Stay current on company software, new features, and technical procedures.
• Identify opportunities to improve efficiency, streamline troubleshooting, and strengthen customer support.

Skills

• Associate's degree in Information Technology, Computer Science, or a related technical discipline.
• Previous customer service, help desk, technical support, or systems administration experience.
• Understanding of basic networking principles and troubleshooting concepts.
• Experience using remote desktop or remote support software.
• Experience using support ticketing or help desk software.
• Strong technical writing skills, including the ability to create clear, accurate, customer-facing technical documentation.
• Excellent verbal and written communication skills.
• Ability to patiently guide users through software setup, troubleshooting, and usage.
• Ability to explain technical information clearly to individuals with varying levels of technical knowledge.
• Strong analytical and problem-solving skills.
• Ability to learn new software and technical concepts quickly.
• Strong attention to detail, particularly when documenting issues and resolutions.
• Ability to work independently, prioritize tasks, and collaborate effectively with a team.

Minimum Qualifications:

• Experience supporting business management, retail, point-of-sale, or service industry software.
• Experience troubleshooting Windows-based applications and computer systems.
• Familiarity with software testing and quality assurance processes.
• Experience creating user guides, knowledge base articles, or other technical documentation.
• Familiarity with databases, SQL, or other business software technologies.
• Experience providing remote technical support to multiple business locations.

Hourly Range: $20.00 - $$25.00 / 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.