Technical 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 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. RTO Pro, part of the Fullsteam organization, provides its customers with Rent-to-Own contract management software as well as retail and inventory management. Saas offerings include online billing and payments, business management, customer communication, and productivity features Were looking for a dynamic, driven, and resourceful Technical Support Specialist to join our growing team at RTO Pro. This role is ideal for someone who thrives in fast-paced environments, loves wearing multiple hats, and is excited about helping customers grow and succeed while we scale our team and processes. Youll start as a generalist supporting the full customer journey, from onboarding to renewal. The ideal candidate has a proactive mindset, excellent communication skills, and a strong interest in SaaS, business operations, and customer experience. Primary Responsibilities: Act as a trusted advisor and strategic partner for customers throughout their lifecycle. Assist in onboarding new customers by managing implementation and training to ensure early product adoption. Respond to customer support and training requests in a timely and efficient manner. Provide clear guidance on best practices for using RTO Pro and offering recommendations to customers on how to best leverage the software Document all client interactions and activity using internal systems and tools to ensure full visibility and continuity across teams. Support and contribute to the customer knowledge base by identifying common customer questions, gaps in documentation, and opportunities for automation or self-service. Champion product adoption and customer education initiatives to reduce support dependency and drive retention. Manage customer escalations by coordinating across support, product, and engineering teams to resolve issues quickly and professionally. Provide feedback to internal teams on product gaps, customer needs, and emerging trends. Help shape our evolving CS processes, metrics, and customer lifecycle playbooks. Provide exceptional technical support: distill information from various sources such as Windows Error logs, local software debug logs, and various other forms of information. Understand how to collect and relay issues to the development team when software defects are suspected. Skills & Competencies: Industry Knowledge: Experience with ERP (Enterprise Resource Planning) or Rent to Own software preferred Cross-Functional Collaboration: Skilled in partnering with sales, marketing, client success, data, and product teams to deliver impactful results and complete projects effectively to ensure successful solution adoption Strategic Problem Solving: Ability to analyze feedback, identify areas for improvement, and provide ongoing strategic guidance from both process and product perspectives. Demonstrations & Presentations Ability to showcase product capabilities to stakeholders with the value and benefit story. Deadline Management: Adept at handling multiple client opportunities, managing deadlines, and prioritizing work in dynamic, fast-paced environments. Minimum Qualifications: 2+ year(s) experience with ERP/IMS experiences preferred Exceptional communication and interpersonal skills, including the ability to clearly articulate complex technical concepts to non-technical audiences. Strong networking and interpersonal skills for engaging with diverse audiences. Dedicated workspace and reliable internet connectivity Familiarity with Microsoft Windows networking: must be able to install software, understand Windows network shared folders, file permissions and basic TCP/IP concepts. Software troubleshooting skills Salary Range: $31,009-$40,343 annually 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. It has come to our attention that various individuals and organizations are contacting people offering false employment opportunities with Fullsteam. These individuals and organizations may request personal information or money in order to progress the application. Fullsteam does not ask for money transfers or payments from applicants to secure a job. If you are asked for money transfers or payments to secure a job, you should assume that such individuals and organizations are not providing genuine offers or services. If you believe you have received a fraudulent job offer, we would appreciate you contacting us at HumanResources@fullsteam.com. All legitimate open positions at Fullsteam can be found in our careers job site. Please access that from the Apply for a job section to verify the legitimacy of a job offer. Fullsteam: Leading the Evolution of Software and Payments Fullsteam integrates modern and scalable payments technology with vertical software to create industry-specific features and end-to-end business management systems. Fullsteam is a rapidly growing, dynamic, and exciting private equity-backed software and payments company headquartered in Auburn, AL. The company was formed in 2018 by a core group of talented payments and software experts. Fullsteam is quickly expanding its operations through the acquisition of strategic portfolio companies that could benefit from our cutting-edge software and payments platform.