Support Representative

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. The Driverse business unit delivers Point of Sale (POS) software that supports customers operating 6 to 7 days per week in revenue‑critical environments. Because our software is central to daily business operations, timely and knowledgeable technical support is essential to minimizing downtime and ensuring customer confidence. The support team serves as a frontline extension of the product, providing phone and email assistance for application issues, Windows‑based environments, and operational questions. Consistent coverage and responsive support are key to maintaining service levels, customer satisfaction, and long‑term retention. The Support Representative is a call center–based technical support role responsible for assisting customers with issues, questions, and troubleshooting related to our POS software and Windows‑based environments. This role handles inbound calls, responds to customer emails, manages support tickets, and works collaboratively to meet service level and quality metrics. Primary Responsibilities: Provide inbound phone and email support for POS software customers Troubleshoot application and Basic Windows OS issues Accurately document, manage, and resolve support tickets Maintain individual ticket volume and productivity metrics Assist customers with technical questions and operational issues Escalate complex issues appropriately while maintaining customer communication Participate in weekend and rotational coverage schedules as required Skills & Competencies: Strong verbal and written customer communication skills Ability to manage multiple tickets and priorities in a call center environment Solid troubleshooting and problem‑solving skills Customer‑focused mindset with attention to detail Ability to work independently and as part of a team Minimum Qualifications: Experience supporting customers via phone and email in a technical or call center environment Working knowledge of Windows operating systems Familiarity with Microsoft 365 applications Basic understanding of Windows networking concepts General technical troubleshooting experience Pay range: $15.28 to $20.35/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.