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.ISI Software, LLC, part of the Fullsteam organization, is searching for a
Tier 1 Technical Support Specialist to join the team.This position is responsible for providing our customers with friendly, timely, accurate and professional support related to our various products and services. You will diagnose and troubleshoot software and hardware issues, answer questions and help our customers to be successful in running their business by using our hardware and software effectively.
Primary Responsibilities: - Give support by telephone & email for our proprietary point of sale software.
- Diagnose and troubleshoot hardware and networking related issues over the phone.
- Ask customers targeted questions to quickly understand the root of the problem.
- Dive into unknown hardware and software issues, systematically find a solution and move rapidly to the next call/issue.
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Prioritize and manage several open issues at one time.
- Document technical knowledge in our internal answer book .
- Track software and hardware issues through resolution in our ticketing system.
- Provide exceptional customer service.
Primary Qualifications:- Enjoy working with customers.
- Excellent problem solving and communication skills.
- Good understanding of computer systems, mobile devices and other tech products.
- Ability to diagnose and troubleshoot technical issues.
- Understand how to configure and troubleshoot home/small business networks.
- Ability to provide step-by-step technical help, both written and verbal.
- Self-motivated and ability to work on your own initiative
- Proven experience as a software support provider, IT help desk technician or similar role.
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.